Google Fi erroneously charged $200 to my bill, claiming that I didn’t meet the terms of a promotion. I have reached out to the company several times both by chat support and phone support to resolve this matter. I have been disconnected on several times and not received callbacks as promised. The promo terms require: – “Activate the phone on a new full service plan…within 30 days of the shipment” – this phone was activated within 2 weeks – “You must activate on the same Fi account used to purchase the phone or be a new member of the purchaser’s group plan” – my wife activated the phone as a new member of my plan – “You must also bring/transfer your number to Fi within 30 days” – done. My wife transferred her number to Google Fi from Verizon On July 17 (before the erroneous $200 charge was added to my account), a specialist reviewed the promotion and confirmed that all terms of the promotion were met – except the requirement to keep the service activated for at least 120 days, as that time period is still active. Since the erroneous charge hit my account, I requested two calls and completed one chat. In the first call, an agent repeatedly being put on hold “to review the account” for more than 35 minutes. Finally, I was promised a callback from a supervisor in “48-74 hours” (sic). I received no callback. In the second call, the agent claimed that I hadn’t activated the phone. However, after checking my bill, she begrudgingly confirmed that I had activated the phone and it was still active on my account. Then, when I requested the company’s legal address to file this BBR complaint, she hung up on me. Similarly, when I chatted with an agent, I quoted her colleague’s confirmation that the promo terms were met. And that agent disconnected the chat. After hours of trying to resolve this directly with the company, I need the BBR to step in to hold them to account.
Where Bad Business is Exposed!
