Consumer complaint received 2026-07-21 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Card was charged for something you did not purchase with the card
Company: Google Compare Credit Cards Inc.
State: NJ

Complaint narrative:
Company : Google Pay / Google Payments Nature of Complaint : Failure to conduct a reasonable fraud investigation ; suspension of consumer payment account after valid fraud report. On XX/XX/year>, my XXXX XXXX XXXX XXXX card ending in XXXX was compromised by a criminal. The fraudster attempted numerous unauthorized purchases. XXXXXXXX XXXX fraud detection systems blocked nearly all of them. One transaction, however, was successfully processed through Google. The fraudulent purchase was : Google Store Order ID : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX ( Unlocked ) Amount : {$1300.00} The phone was shipped to : XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX I have never lived at, visited, or had any association with this address or the recipient. On XX/XX/XXXX, after receiving an email from the Google Store regarding this purchase, I immediately contacted Google to report that the transaction was fraudulent. I opened Google Support Inquiry XXXX. XXXX, later changed to XXXX XXXX ID XXXX. During my conversations with Google 's representatives, I repeatedly requested that shipment of the phone be stopped before delivery because it had clearly been purchased by a criminal using my stolen credit card information. I was told that Google 's fraud team was investigating. Despite my prompt report, Google allowed the shipment to proceed and the device was delivered to the fraudster. On XX/XX/XXXX, Google informed me that it was " unable to confirm fraudulent activity '' and denied my claim. XXXX XXXX independently investigated the transaction, determined that it was fraudulent, and credited my account for the full amount. As a result, I have not suffered a financial loss. However, the matter did not end there. After XXXX processed the fraud chargeback, Google suspended my Google Payments profile. Google informed me that my account would remain suspended unless I contacted XXXX and requested that XXXX reverse the fraud chargeback because Google had concluded that the transaction was legitimate. Google 's explanation is deeply troubling. In its written response, Google states that it found no evidence that my Google account had been compromised. It then speculates that perhaps a friend or family member made the purchase and advises me to reverse XXXXXXXX XXXX fraud determination. This conclusion ignores the objective facts : My credit card had been compromised and was used in multiple unauthorized purchase attempts. XXXXXXXX XXXX fraud detection systems identified the activity as fraudulent. The phone was shipped to a XXXX address completely unrelated to me. I reported the fraud before the phone was delivered and specifically requested that shipment be stopped. Google nevertheless delivered the device to the fraudster. Google subsequently concluded that the transaction was legitimate. Google then suspended my payments account because I exercised my rights by reporting the fraud to my card issuer. My complaint is not about reimbursement. XXXX has already protected me from the financial loss. Rather, I believe Google 's fraud investigation was unreasonable and that its subsequent actions unfairly penalized me as the victim of identity theft. I am particularly concerned that Google is conditioning restoration of my Google Payments account on my persuading my bank to reverse a fraud determination that XXXX made after its own investigation. I respectfully request that the CFPB investigate whether Google 's practices regarding fraud investigations, consumer disputes, and payment account suspensions are fair to consumers. Specifically, I request that Google be required to : Conduct an executive review of its determination that this transaction was legitimate. Restore my Google Payments profile without requiring me to persuade my bank to reverse a legitimate fraud chargeback. Explain the basis for concluding that this transaction was not fraudulent despite the objective evidence. Review its fraud investigation and account suspension procedures to ensure that consumers who promptly report fraudulent transactions are not penalized for doing so. I am prepared to provide copies of Google 's correspondence, Google 's fraud denial, Google 's account suspension notice, and XXXXXXXX XXXX fraud determination upon request.

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