Google Play Customer Service Issues

Dear Google Play team, I followed the steps to register a new Google Play developer account as per the documentation. I successfully created it and filled in details like my developer name. However, when I tried to change my developer name later, I found it was already taken. I continued with the same name. The very next day, I received an email saying my account was suspended for a prior violation. This came as a shock to me. Upon appealing, I received a different reason for the suspension in the next email, citing multiple violations. Since then, I have been trying to understand and resolve this issue. Despite my efforts, I have been unable to create a new account due to the privacy policy restrictions outlined in the email. I have not received any further communication and the responses from the team have been repetitive, stating they cannot provide policy compliance support at this time. I have been facing this issue for the past 5 months and would appreciate it if someone could assist me in resolving it. Thank you.

On Saturday, November 17th, [redacted], I rented "Avengers Infinity War" on Google Play. Attempting to watch it on my Xbox [redacted] through the YouTube app, I was disappointed to find that I could only hear it in 3.1 surround sound instead of the full 7.1 surround sound. As a fan of The Avengers universe, I wanted to enjoy the movie with the best audio quality. It was disheartening to realize that the YouTube app on Xbox [redacted] did not offer full surround sound, leading me to turn off the movie after 5 minutes. In this day and age in [redacted], it's surprising that YouTube is not providing at least 5.1 surround sound, especially considering Google's resources. While I understand that most YouTube content may not require such high-quality audio, it would have been helpful to know beforehand about the sound limitations for rented movies. I kindly request a refund to the Visa card linked to my Google account. Thank you. - Jeremy K. Email: [redacted].

I am reaching out regarding unauthorized purchases made in the game Army Men Strike (AMS) since November 5th, [redacted]. Upon reviewing my bank statement, I discovered multiple transactions that I did not approve. It has come to my attention that my son made these purchases without my consent. I am requesting a reversal of all charges from November 5th until today. While I acknowledge that purchases made before November 5th were authorized by me, those made from November 5th onwards were not. I have explained to my son the consequences of his actions, including the potential loss of the game account. I am prepared to bear the financial loss incurred but am seeking a refund for the purchases made within the specified period. I have taken measures such as removing my debit card from the account multiple times and have now done so again. Additionally, I have enrolled in alerts with my bank to monitor future usage of my debit card to prevent similar incidents.

I recently realized that my Google Calendar App on my Galaxy Note 5 hasn't synced with my online Google Account Calendar in over a year. When I switched phones from one Note 5 to a new one and checked my Google Account on the computer, most events from the last year were missing. I've contacted Verizon and Samsung, but they say Google needs to fix the issue and provided me with phone numbers. Unfortunately, I can't reach a human when calling these numbers, and only get directed to the web support pages. I've followed all instructions but still can't get my Calendar to sync. I also emailed Google, but only received automated responses. I would appreciate any help with this issue. Thank you, Stacie.

I was scammed tonight when I was promised a government grant. The scammers claimed that Google Play was involved in distributing the grants on behalf of the government. I was instructed to buy three Google Play cards and load them with specific amounts - $[redacted] for registration, $[redacted] for a transaction fee, and $[redacted] to wire the grant money. Despite being skeptical and asking detailed questions, I fell victim to their scheme. As a single mom with one income, this has left me devastated. The scammers identified themselves as part of the Federal Grant organization working for the government. I have reported the incident to the police and provided the report number 18-[redacted]. Thank you for your assistance.

I am seeking a refund for all purchases made on Scopely's Walking Dead: Road to Survival game from my account. I have spent a substantial amount of money on in-game purchases and am dissatisfied with Scopely's customer service. My main concern is regarding a subscription that was initiated with a 7-day trial period, where players received a character during the trial. Following this, Scopely made changes that resulted in a rollback of accounts, negatively impacting players who had invested real money in upgrading the character. Additionally, there have been ongoing issues such as bugs in the game that favor players, but Scopely seems unable to address these promptly. Furthermore, there have been instances of players cheating by hacking the game through a site called VK, and it appears that these individuals continue to play without consequences. These experiences have left me feeling disappointed and frustrated with Scopely's lack of consideration for its players.

I recently upgraded to an iPhone 8 Plus but I'm having trouble setting up Gmail on it. I reached out to Tech Support at Verizon in Paducah and Calvert City. Although my older phone, the J3, still works fine for emails, my new $[redacted] phone is not receiving them. Gmail prompted me to send a 6-digit code to an old and inactive email address I had with charter.net 10 years ago. They also asked me for the month I started using Google, which seems like an obscure detail. Unlike other platforms, Google's verification process seems unnecessarily complicated. Any assistance in resolving this issue would be greatly appreciated.

I took advantage of the Black Friday sale where I spent $[redacted] to purchase four sets in the hope of receiving a 4-star card for my album. I suggest allowing customers to choose the card they want to help complete their collection instead of receiving duplicates. It's disappointing to spend money and end up with a card we already have. Similarly, the limited-time promotion for Double Moons to acquire a Wild Card for just two days felt rushed. It's frustrating when we invest in tickets and power-ups only to be prompted to purchase more shortly after. Delivering rewards late in some games while inundating us with them in others creates a sense of unfairness. I hope for more transparency and consistency in the rewards system to enhance our gaming experience. Thank you for your attention to this matter. Sincerely, Karen R.

On 11/21/18, I got a call from a man claiming to be from First Financial Credit Union offering me a loan despite my poor credit. He asked me to buy Google Play gift cards with money deposited in my account, claiming it was for verification. The first day, he sent $[redacted], and I sent back $[redacted] in gift cards, keeping $25 for expenses. The next day, he sent $1,[redacted], asking for $1,[redacted] in gift cards, and I kept $[redacted]. He promised a $1,[redacted] loan after the process. However, I never received the loan or heard from him again. I reported this to my bank, got a new account, and filed a police report in Warwick, RI. I have kept all the phone calls, texts, bank statements, the phone number used, and the gift card receipts for evidence.

I called last week, and they withdrew money from my account again despite assurances it would not recur. Last month, I contacted them due to unauthorized deductions of 10 payments of $[redacted]. Although I received a refund last time, they debited $[redacted] again this month. I reported this last month, and it was not meant to recur automatically. Please cancel this account as I never authorized any payments. Kindly refund the $[redacted]. My card is for disability payments, not a bank card, so it cannot be canceled as that's where my funds are deposited. I urgently need the money restored, and I request no more withdrawals from my card. I have been trying to contact you to no avail.

On September 2, [redacted], I bought a game from Google for $9.99, only to find out I was then charged $[redacted]. I did not authorize such a purchase of that amount. The money was deducted and returned multiple times, causing my account to be unsettled. Despite getting a new Direct Express Card to prevent further charges, on November 2, there were unauthorized charges of $19.99 added and withdrawn, leaving me overdrawn by $[redacted]. This error has also resulted in over $[redacted] in late fees. I contacted Direct Express, but they were unhelpful. I urgently request the return of my funds before my next payday when the amount may be deducted. I believe I have been treated unfairly due to being a disabled senior. It is unacceptable to mishandle someone's finances in this manner. I can be reached at [redacted] or [redacted]. Thank you for your assistance.

On September 2nd, [redacted], I bought a $9.99 game on Google Play. However, I noticed that my account was charged $[redacted], which I did not authorize. I got a new card to prevent further charges, but on November 2nd, two more unauthorized charges of $19.99 each appeared. My account balance has fluctuated drastically due to these unauthorized deductions, with a recent deduction of $[redacted] causing an overdraft. As a disabled senior, I am extremely upset by this situation. I have contacted Direct Express about the issue. Please address this matter promptly as my next check will be affected. You can reach me at [redacted] or respond here. Thank you for your assistance in resolving this matter as soon as possible, ensuring all funds are refunded except for the original $9.99 game purchase. Thank you.

This is the third time I'm reaching out. I haven't received any acknowledgment that my messages were received. I also reached out to Family Farm Seaside game, but they haven't been cooperative. Losing items on the farm impacts us financially since we need to use real money to replace them. The last purchase I made was misleading, and they refused to rectify it. I've noticed other users facing similar issues but haven't seen any support or refunds offered. On November 14th, the game charged me about $70 without authorization. Despite disabling the password, it seems to enable itself or isn't required. The misleading purchase I'm dealing with now didn't prompt for a password like before. I only make occasional in-game purchases when I have some spare funds, especially now during Christmas and being on a fixed income due to disability. This unexpected charge has affected my ability to pay bills on time. Hoping to receive a response this time. My contact number is [redacted]. Thank you - Kathy.

I accidentally cleared storage on my device, and now most of the music I had downloaded on the Google Play app is missing. I didn't delete anything from the app directly, but the music is gone. I am unsure how it happened, and I really want my music back. Trying to recall and re-download all the tracks will be time-consuming. I checked the app for a trash option, but couldn't find one. After researching solutions, I fear the music may have been permanently deleted. Can you assist me in recovering the lost music? Your help in fully restoring my music would be greatly appreciated. Thank you.

I am seeking a refund for my app purchases on Toreba Crane Game. I have won three prizes using $[redacted] worth of in-game currency. Unfortunately, the shipping for these items was returned to the sender. According to the company's policy, returned items should be available for reshipment within 14 days, but the items have not been returned to my account. I have emailed the company but have not received a response to my ticket yet. Considering the significant amount of money I spent to win these prizes and the lack of resolution from the company, I believe it is fair to request a chargeback. I can provide the receipt of my support ticket if needed.

Subject: Unauthorized Purchase Issue Regarding Order #GS.6[redacted]-[redacted] for the Pixel Phone 3, I need assistance with an unauthorized transaction. I discovered an email in my spam folder on 11/20, indicating the order had been shipped to Jeremy Clough at an address I don't recognize. Then, on 11/21, my boyfriend's father found an $[redacted] charge from Google on his credit card, despite me never having access to his financial information. I'm puzzled as to how this occurred and seek guidance on this matter. Additionally, there seems to be a declined transaction on the same day, suggesting a possible attempted second purchase by Jeremy Clough. Any advice on how to handle this issue and help Jim Phillips recover his $[redacted] would be greatly appreciated. Thank you. Best regards, L. Berger

On August 26, [redacted], I attempted to purchase $9.99 worth of coins for my grandson, but instead, $99.99 was charged to my account twice. After contacting my credit card company, they recommended trying to get a refund through Google Play first. Despite numerous attempts to resolve the issue with Google Play and the manufacturer, I was unsuccessful. My bank assured me they would assist, but after more than 90 days, no action has been taken. I did not receive the $[redacted] worth of coins I was erroneously charged for. I have purchased varying amounts of coins for my grandson in the past and kindly request a refund for the overcharged amount. I have exhausted all available options, including attempting to contact customer service with no success. Thank you, Donna B.

I downloaded the Unroll.me app from Google Play to manage spam in my Gmail account. The app requested numerous intrusive permissions during installation. It integrated itself into my Gmail menu, which includes options like All Mail, Priority Mail, Spam, and Social Mail. My Gmail address is [redacted] However, the app did not effectively reduce spam. Instead, it continuously prompted me to unsubscribe from email subscriptions whenever I received emails. Frustrated by its lack of usefulness, I decided to uninstall the app. Although the pop-ups ceased, the app icon persisted in my Gmail menu, implying that it may still retain permissions. I contacted their developer and support team, but their suggestions did not resolve the issue. Even after checking on a different device, I discovered that the app remained in my Gmail menu, indicating that it is linked to my Google account beyond the initial device. I would appreciate it if Google Play could address this by removing the app from their store due to usability concerns. My primary request is for the app to be completely removed from my Gmail menu, any lingering permissions blocked, and its presence eradicated from my Google account entirely. Thank you.

Hello, I am writing to express my disappointment with the process of claiming refunds for app subscriptions. Despite the promise of receiving refunds within 48 hours of purchase, the system is set up in a way that makes this nearly impossible. Recently, I was charged for a subscription renewal 24 hours before the due date. I proceeded to cancel my subscription and sought a refund. Unfortunately, the purchase does not show up on my Google Play account, making it difficult to claim a refund within the stipulated 48-hour window. This flaw in the system undermines the ability to honor your commitment to prompt refunds. I urge you to address this issue promptly to ensure fairness for all customers. I would appreciate guidance on how to address this matter, and I fully expect to receive the refund as per your policy. Sincerely, A. W.

Hello, I have enjoyed playing this game without any issues for months. On November 30th, [redacted], I bought 10 Burgers for £9.99 through PayPal.com. After a signal drop during the purchase, I was assured that the Burgers would be added once my signal was restored, but they haven't appeared yet. I have also lost my progress on the game; I was on level 74 and had purchased 13 additional Burgers for £13.00 which got wiped out with my progress. I am seeking a refund of £9.99 for the initial purchase that did not reflect in the game and £13.00 for the lost Burgers, totaling £23.00. I am disappointed to have lost everything I achieved in the game. I have attempted to contact the game company for assistance, but they directed me to Google Play for the refund. I hope to receive a prompt response. Thank you, Heather R.