Consumer complaint received 2024-06-24 00:00:00
Product: Checking or savings account — Other banking product or service
Issue: Closing an account — Company closed your account
Company: Google Compare Credit Cards Inc.
State: CA

Complaint narrative:
Dear Google XXXX XXXX, XXXX! My account, XXXX, is crucial to me as it is linked to financial and social media websites. However, due to Google 's system abuse risk restriction, I am currently unable to access my account and urgently need your assistance. 

# # # Evidence of Abuse Risk Limits in Google 's Systems According to data from the Google Account Help Community, nearly XXXX XXXX Google users currently seek assistance for account recovery daily. Most users ' posts are deleted, and none of them successfully recover their accounts. This situation highlights significant abuse risk limits within Google 's systems. 

# # # # Additional Evidence of Abuse Risk Limits On XX/XX/year>, I received a notification from Google stating that if I couldn't verify my identity, I would not be able to complete sensitive actions for XXXX  days, after which I could access them without verification. After waiting XXXX  days, I attempted to log in but received a different message : " We noticed unusual activity in your Google Account. To keep your account safe, you were signed out. To continue, youll need to verify its you. '' This contradictory experience highlights several critical issues : XXXX. **Inconsistent Verification Processes : ** Google 's system initially promises access after a XXXX waiting period without verification but continues to demand verification due to supposed unusual activity, indicating a lack of clarity or adherence to stated policies. 
XXXX. XXXX*Potential Delay in Account Access : ** Users may experience extended periods without access due to conflicting messages regarding verification requirements, potentially impacting their ability to use essential services. 
XXXX. **Trust and Transparency Concerns : ** The contradictory messages erode user trust in Google 's security protocols, highlighting a need for clearer communication and adherence to stated security policies. 

# # # # Reasons why the account can not be verified XXXX. When attempting to log in, the system prompts : " You didnt provide enough info for Google to be sure this account is really yours. Google asks for this info to keep your account secure. If possible, when signing in : - Use a device where youve signed in before- Use a familiar Wi-Fi network, such as at home or work. '' I confirm that I am currently using devices, Wi-Fi networks, and browsers that I have used to log in to this account previously, but the system fails to recognize them. 
XXXX. The recovery email address associated with this account is currently unable to receive emails from Google systems. 
XXXX. I have attempted to seek assistance on the Google Account Help Community ( [ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  but the community does not provide effective help and only deletes posts. 

# # # Proof of Ownership To demonstrate my ownership of this account, I can provide the following detailed information : - Past and current passwords used - Specific date and time of account registration - Specific dates and times of password changes- Devices and browsers previously used for login - Third-party platforms and websites associated with the account - Previous login activities and usual locations I urgently need human assistance to regain access to my account. The current automated processes have proven ineffective despite providing all requested information. 

**Important Statement : ** XXXX XXXX free users contribute significantly XXXX XXXX XXXX XXXXrtising revenue and should enjoy consumer rights equal to those of paying users. 

**Call to Action : ** I kindly request your support in signing a petition urging Google to : - Implement consistent and transparent account verification processes. 
- Provide clearer communication regarding security policies and procedures. 
- Ensure equitable treatment of all users, regardless of their payment status. 

Your signature will contribute to amplifying our collective voice and compelling Google to address these pressing issues promptly. Together, we can advocate for fair treatment and improved transparency within Google 's systems. Please take a moment to sign the petition [ here ] ( XXXX XXXX XXXXXXXX ). Your support is invaluable in effecting positive change and safeguarding user rights. 

Thank you very much for your attention and assistance in this matter. I look forward to your prompt response. 

Sincerely,

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation