Credit card or prepaid card -- Trouble using the card -- Complaint #6029508
Complaint Overview
Complaint ID: 6029508
Company: Google Compare Credit Cards INC.
Product: Credit card or prepaid card
Sub-Product: Gift card
Issue: Trouble using the card
Sub-Issue: Trouble using the card to spend money in a store or online
State: California
ZIP Code: 91780
Date Received: 2022-09-28T12:00:00-05:00
Date Sent to Company: 2022-09-28T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On Friday, XX/XX/2022, I directly purchased a {$100.00} Google Play gift card via XXXX for in game/ app purchases in a number of XXXX XXXX I immediately redeemed the code upon e-mail delivery. XXXX sells gift cards through XXXX Gift cards. Upon e-mail delivery, XXXX provides a link to XXXX XXXX to actually generate the gift card code. On Saturday, XX/XX/2022, I tried to make purchases in the game XXXX XXXX XXXX, only to receive an error message that I needed to fill out a form that requested that I provide details for a physical gift card in order to continue with the purchase. I provided as many details as I could since I had used a digital gift card that did not have a front and back of a physical card. The first Google customer service representative was very combative over the live chat and told me to review to terms of cooperation for violations. I was confused both since terms of cooperation are between companies and that the link that I was provided was for the Terms of Service. To my knowledge, upon review of the ToS, I am in full compliance of the Tos. If anything, Google may be in violation of the ToS for failing to provide access to funds that I purchased and added to my Google Pay Balance. Over the past almost three weeks, I have sent e-mails, used live chat, and called almost every day for updates and a fix/ actual resolution to this problem. I have repeatedly been told that the issue has been resolved and to wait 48 hours. Wait 48 hours for what!? If the problem is fixed, then I should be able to use my loaded {$100.00} balance immediately. Doing a websearch has indicated that other users are experiencing similar gift card woes. At first, and most of the time, customer service reps told me that there was a random security check on my account that was resolved. Then I was told that there was an issue with verifying and redeeming, and unlocking my already loaded balance. Now I have just been told that, tough luck, the case is closed, " sorry for all the inconvenience. '' I don't want a fake apology. I want my money. If you can't transfer my balance into store credit or more Play points, then issue a full refund. Of course, there is a no refund policy. But I can't use my {$100.00} gift card balance because it is locked by the same error message asking me to fill out a form for physical gift cards. I can still use workarounds like my debit card and accumulated Play points for purchases. I have been repeatedly told that I am a valued Platinum Points user, only to repeatedly hear that I need to wait 48 hours for a fix that still hasn't come. Google reps have also been trying to quietly close my XXXX XXXX XXXX case.
Frequently Asked Questions
What is Complaint #6029508 about?
Complaint #6029508 was filed against Google Compare Credit Cards INC. regarding Credit card or prepaid card specifically about Trouble using the card. It was received by the CFPB on 2022-09-28T12:00:00-05:00.
How did Google Compare Credit Cards INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Credit card or prepaid card) and describe your issue in detail.
Can I see other complaints against Google Compare Credit Cards INC.?
Yes, visit the Google Compare Credit Cards INC. company profile at readthecomplaint.com/company/google-compare-credit-cards-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.