Hi, I am writing to you in the hope that you can reverse charges that my * year old son...

GetHuman-ljmlongl's customer service issue with Google Play from February 2019

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The issue in GetHuman-ljmlongl's own words
Hi, I am writing to you in the hope that you can reverse charges that my * year old son accrued playing merge dragons.*Approximately a month ago my credit card company phoned me, and told me that they had put my credit card on hold because there were some suspicious charges.*They listed them off for me, and as I do not play Google games, I thought they had been fraudulent.*I only have my credit card attached to my Google play so that I can purchase ebooks through playbooks.*I realize it sounds ridiculous to not know that it would be for games too, but I didn't even consider it.*After capital one investigated, they told me what each charge was for... "jewels" in "merge dragons".*While my son has my phone, he usually just takes pictures and*or video, or watches Netflix. *However, he is very intelligent (unlike me apparently), and figured out how to start downloading games. Because they were free, I said it was ok, not thinking he would be clicking on in game ads for pay for purchase things.*The confusion on his part was that he had been previously using one of our old phones which did not have data, nor a credit card linked to it. So on the old phone, he couldn't download extra things, UNLESS they were free. So he assumed if he was able to on this game, that they must still be free too.*If it weren't such a ridiculously large amount, I wouldn't even bother asking you to refund the charges this time... but it totals nearly $***.*I gasped when the woman at capital one told me... I said "they had better be real jewels for that price"...funny, but not so funny.*Anyway, we love Google, use it all of the time, have a Google home, and a couple of minis too. I am hopeful that you will see fit to help us with this, and reverse the charges.*I contacted someone at Google by phone last week, but they told me I had to wait for you to contact me by email within ** hours.*I checked both my hotmail, and gmail accounts, but nothing ever arrived.*Looking forward to hearing from you,*Sincerely,*Feeling pretty stupid,*Laura Raffey.
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Google Play

Customer service issue
Reported by GetHuman-ljmlongl
Feb 17th, 2019 - 8 mons ago
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Feb 17th 4:16pm