Google Play Customer Service Issues

Archive 49

The following are issues that customers reported to GetHuman about Google Play customer service, archive #49. It includes a selection of 20 issue(s) reported February 11, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I wanted to purchase an emoticon on KakaoTalk, but my Google Play account was short on funds (I only had 0.91€). I decided to pay 1.48€ from my bank account and 0.91€ from my Google Play balance. However, after the payment, I did not receive the emoticon. Checking my purchase history showed no record of the transaction, but my bank statement indicated that 1.48€ was deducted. I attempted the purchase again, this time costing 2.39€. Surprisingly, the 0.91€ from my account was refunded, but the 1.48€ from my bank seems to have been paid to Google without reflecting in my account. I am now missing the 1.48€. Can this amount be refunded, please?
Reported by GetHuman4350846 on martes, 11 de febrero de 2020 21:43
I am writing to address an issue I encountered in the game WWE Champions by the game developer Scopely. Yesterday, I purchased an offer advertised in the store twice, each costing £94.99p. The offer included [redacted] x [redacted] tp bags as shown in the attached photos. Upon purchasing the offers, I received the advertised items and was satisfied with my purchase. However, this afternoon, the tp I purchased and paid for was unexpectedly removed from my inventory by the developer, as shown in the attached current tp screenshot. I am uncertain of the reason for this action, but I believe it may have been an error on their part. I specifically bought the offer for the tp it contained, and now I feel like I have been unfairly treated. I would like a refund for the money I spent on this purchase. The other items included in the offer are of no use to me, and I would not have made the purchase at such a high price if not for the [redacted] x [redacted] tp bags. I am aware that many players in the game have also faced similar issues. Despite my attempts to seek a refund through the suggested process, I have not been successful. I have had to request refunds for purchase-related issues in the past as well. I hope for a resolution to this matter as I am frustrated with the game's inconsistencies and feeling misled.
Reported by GetHuman4352791 on miércoles, 12 de febrero de 2020 14:17
On February 10, [redacted], I fell victim to hackers who convinced me to buy $3,[redacted].00 worth of gift cards in Canadian currency. However, I later realized it was a scam and did not provide them with the card access numbers. I now have these 35 cards with a total value of $3,[redacted], but I do not have any use for them as I am 90 years old and do not use the services they offer. Any help to recover my loss would be greatly appreciated. Thank you, Lawrence H Mothersell.
Reported by GetHuman-lhmsou on miércoles, 12 de febrero de 2020 22:08
I recently noticed unauthorized transactions on my account linked to an app called Fortunemirror. Approximately Rs. 30,[redacted] INR has been debited without my permission. I discovered these charges today and I have never used this app. I urgently require assistance to recover the lost funds. Your prompt help in handling this situation would be greatly appreciated as the amount lost is significant. Thank you.
Reported by GetHuman4356766 on jueves, 13 de febrero de 2020 15:31
Why is this system so complex? I own 2 Chromebooks, 1 PC, and 1 iPhone. I am a Google Play Music member. Why can't I add an app? The message "You have no devices" is confusing. Adding an app should be easier. I have multiple accounts and shouldn't need to know my Chromebook type. The system is flawed, and customers might switch to other companies, including me. The message about not having any devices is unnecessary. Please make the system more user-friendly.
Reported by GetHuman-ksobrien on viernes, 14 de febrero de 2020 1:15
I encountered an issue after making three in-app purchases for the game "Gladiator Glory" through Google Play. After updating the game, I discovered that the purchases were no longer available. Despite sending three emails to the developer without receiving any response, I was disappointed. My intention was not to request a refund but to restore the gear I had purchased. As a beta tester for this game, the lack of response from the developer led me to seek a refund, which is unusual for me. I believe the customer service provided by the developer is unacceptable, and I am hopeful for a resolution and improved practices from the company. Thank you for your attention to this matter.
Reported by GetHuman4358916 on viernes, 14 de febrero de 2020 2:44
Today, I received a distressing phone call from someone claiming to be a police officer stating my bank account was compromised. They asked me to buy Google Play Gift Cards as a precaution against further hacking. The man convinced me to reveal the card numbers after scratching the silver strip, which I didn't realize made them non-refundable. Acting on advice from a friend, I discovered the cards still had balances; however, only usable on Google Play. The funds were intended for crucial bills and car payments. I am devastated by this scam and urgently seek assistance. Can the remaining balance in my Google Play account be refunded to recover my financial losses?
Reported by GetHuman4362127 on sábado, 15 de febrero de 2020 1:44
I bought a Google Play card last night. When I scratched it and entered the code, it said it was already used. I didn't share the card or its details with anyone, and I have it in my possession. How can I get a new code or replacement card? I bought a $50 card. It's frustrating to experience this scam repeatedly with different cards. When addressing this issue with the company, I feel like they treat me as if I'm at fault. I hope to have my problem resolved promptly with a replacement $50 card.
Reported by GetHuman4363032 on sábado, 15 de febrero de 2020 13:03
I have been playing Army Man Strike mobile, and a few months ago they offered certain packs when our field opened. We have been trying to access the event ever since purchasing them, but AMS customer support kept asking us to wait. Now, after three months, the pack items are still in my inventory, and AMS support says the event will not happen, offering only in-game currency as a refund. I have screenshots of the conversations as proof. I would like a refund for all the money spent due to this issue. Offering packs that cannot be used or refunded goes against Google's terms and conditions regarding misleading information.
Reported by GetHuman-roycate on sábado, 15 de febrero de 2020 14:07
I recently tried to use my Google Play account again ([redacted], username: TheMinecraftter345 Mine) after a period of inactivity. I have discovered that transactions on the account are currently blocked and that I need proof of a previous top-up to unblock them. Unfortunately, since it has been a while since I last used the account, I am unsure about the specific transaction details or if I have any confirmation of it. Is there an alternative method to re-enable transactions on my account, or should I consider abandoning this account altogether?
Reported by GetHuman-itsminec on sábado, 15 de febrero de 2020 18:09
Dear all, approximately three weeks ago, we purchased a tablet for our children. To ensure their safety, my husband created a dedicated email just for our daughters. They were keen on trying out Simply Piano by JoyTunes and enjoyed the trial. Despite deleting the app after five days, we were unexpectedly charged a few days later. I am concerned about how this happened and would like to know how to get a refund. I am also worried about potential future charges. I attempted to request a refund, but none of our family accounts show a purchase history with the app. Re-downloading the program also proved unsuccessful. Your assistance in resolving this matter is greatly appreciated. Thank you.
Reported by GetHuman-daivius on lunes, 17 de febrero de 2020 11:23
I need to cancel my Tinder Gold subscription, which costs $20.99 AUD monthly. The payment is processed via PayPal from my debit account to Google Payment Australia Pty Ltd. Even though Google Play Subscriptions show NO subscriptions, I confirmed through the Tinder app that my subscription is active and managed by Google Play. It seems the issue lies with Google Play rather than Tinder, as my contract is handled by Google Payment Australia Pty Ltd. For further assistance, please contact me via email.
Reported by GetHuman4369044 on lunes, 17 de febrero de 2020 16:55
Subject: Assistance Needed with Google Play Gift Card Issue To Whom It May Concern, I recently fell victim to a fraud on October 12, [redacted], involving Google Play gift card codes. Despite redeeming most of the codes, I encountered an error message and a redeemed status with some of them. I promptly reported this to Google, the police, and Action Fraud. Since then, I have been in contact with Google's customer support to resolve this issue but to no avail. Today, it was confirmed that the previously problematic cards were redeemed by an unauthorized email address. I am requesting a refund for the remaining value on those cards. I have attached a detailed timeline of our communication for your reference. Despite efforts on my end, the matter remains unresolved after four months of interaction with Google. Any help in this matter would be greatly appreciated. Thank you for your attention, Troy England
Reported by GetHuman4386825 on sábado, 22 de febrero de 2020 19:19
I purchased the Daily & Sunday Express app in August [redacted], and all payments are current on Visa ..... In December and January, my Chromebook encountered issues, and upon repair, I couldn't locate my Google Play details for the Daily Sunday Express. Consequently, I repurchased the app using a different Visa card. However, upon reviewing my recent bank statements, I discovered duplicate charges for Jan/Feb on this new card. Upon investigation, I found that the original account from August [redacted] had been reinstated and was paid up until January. Therefore, I have unintentionally paid for the app twice, totaling £13.98. I am uncertain how to cancel the duplicated account but have blocked it. I hope for assistance as technology is not my forte. Thank you for your understanding. Best regards, Ray
Reported by GetHuman4387212 on sábado, 22 de febrero de 2020 22:03
I recently purchased a $[redacted] Google Play card and sent the picture of it along with the receipt to my husband in Afghanistan, as I have done before with no issues. It has been almost 10 days now, and despite repeated attempts, this problem remains unresolved. I am currently in the hospital and would like to avoid any further stress from this situation. This morning, Jane assured me at the [redacted] number that this matter would be resolved today. After being transferred to [redacted], I spoke to Dex in the Philippines who mentioned that he only required my husband's email address and mine to investigate the issue. Here are the necessary details along with my phone number. Please reach out to me as soon as possible as I am unable to handle much more of this. My Gmail is [redacted], his is [redacted], and my phone number is [redacted]. Thank you for your prompt attention to this matter. Sincerely, Fawn Cameranesi...
Reported by GetHuman-fawndo on martes, 25 de febrero de 2020 19:11
I am seeking a refund for in-game purchases I made in Ragnarok M Eternal Love. The reasons include the lack of customer service, unfulfilled promised content, the inefficiency of the game's gaacha rate, and the inability to effectively contact Gamemasters. The game does not value player feedback, constantly hosts cash grab events that may not comply with EU laws, and only provides game updates on its Facebook page. My investments in time and money were not justified given the poor communication and service from the company. I am extremely disappointed and would appreciate a refund for my transactions.
Reported by GetHuman-ikari on sábado, 29 de febrero de 2020 15:50
I was banned from Ragnarok Eternal Love, and I have been trying to explain the situation to Customer Support, but I have not received any assistance. I would appreciate any help in resolving this issue. Thank you.
Reported by GetHuman-beyondti on jueves, 5 de marzo de 2020 3:45
Hello, I have been a Disney Life subscriber since December 24, [redacted]. My subscription renewed on January 24, [redacted], and on February 2, while watching "The Princess and the Frog," I got logged out due to a broken link issue. Despite multiple attempts to cancel and resubscribe, the problem persisted. Upon finally canceling all together, I was charged again on February 24, [redacted]. I have been unable to use the app since February 2 and have requested reimbursement from Disney Life, who suggested going through Google Play. The double charge amounts to a refund of $4.99 x2. I am dissatisfied as it took numerous attempts and still resulted in charges. Despite being told to seek a refund via Google Play, their criteria are not met, leaving me frustrated. I am seeking a refund for both months and some form of compensation for the inconvenience.
Reported by GetHuman-kradhaha on viernes, 6 de marzo de 2020 10:36
Hello, I am reaching out concerning a purchase made on [redacted]-03-08 from my Google Play account for Tinder Gold through the Tinder app. The transaction was completed on my phone via Google Play. I was unaware of the purchase made by an acquaintance, leading to an unexpected deduction from my card. Consequently, I am seeking a refund as the unexpected expense has left my card with insufficient funds, which I urgently need. I appreciate your assistance in resolving this matter promptly. Thank you, Ole
Reported by GetHuman-olleknu on lunes, 9 de marzo de 2020 2:51
I saw an ad on my YouTube feed that really bothered me. The ad features gameplay that looks like The Witcher on a mobile device, but it's not actually The Witcher game. The misleading nature of this ad is frustrating, and it seems like the platform isn't enforcing consumer protection laws. I'm curious to know why this kind of misleading advertising is acceptable.
Reported by GetHuman-nemooay on lunes, 9 de marzo de 2020 12:03

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