Google Wallet support is a disorganized mess.

Discussion in 'General Discussion' started by Sykikal, Mar 19, 2015.

  1. Sykikal

    Sykikal Very mentally stable admin Staff Member

    January 29th

    On January 29th, I receive an email with no notice or warning that my Google Wallet account is going to be suspended. I have about $80 in my account which I now can't access. Note that I've starred out some content and replaced my name to protect my privacy. I've used underscores to separate messages, enlarged dates, and bolded my comments to the readers that weren't sent to Google to help make this easier to read.

    tl;dr, Google Wallet suddenly suspends me without any warning, claims they'll return my money within 30 days but never do. Their phone staff don't know anything and defer to the all powerful phone-less mysterious prophets in the sky known as the risk management department that apparently cannot even be contacted by other employees.

    Their billing, risk management or whatever it is department constantly ignores email requests and sends the same email over and over.


    Hello Sykikal,

    It has come to our attention that your Google Wallet account does not comply with our Terms of Service. As a result, your Google Wallet account has been suspended. Any pending and future transactions made with this account will not be processed.

    For security reasons we cannot disclose any further information regarding our decision to close your account. Our action in closing your account was pursuant to the provisions in your Terms of Service, which you can review at: https://wallet.google.com/legaldocument?family=0.buyertos&gl=US.

    We have cancelled any pending transactions on the account. Please note that you may notice activity on your bank/credit card/wallet balance statements corresponding to transactions cancelled in the last 14 days. This activity is an authorization confirmation with your bank, not an actual charge, and the authorization will be removed from your account within 1-14 business days, depending on your bank. For more information on authorizations, please visit http://support.google.com/wallet/bin/answer.py?hl=en&answer=105940 .

    Sincerely,
    The Google Wallet Team

    ___________________________________________


    I start a chat conversation to see if I can get more details.

    gina-s-9803
    Hi, Sykikal. Thanks for contacting Google Wallet. My name is Gina.
    How may I help you today?
    Sykikal
    I got an email today saying my google wallet account was closed. Anyway to find out why?
    gina-s-9803
    I am sorry to hear that.
    Let me look into that for you right away.
    Sykikal
    Okay, thank you.
    gina-s-9803
    Thank you for waiting.
    Sykikal
    No problem
    gina-s-9803
    I am still checking this for you.
    Are we still connected?
    Sykikal
    Yes
    gina-s-9803
    I am sorry for the long wait.
    I see that our specialist has sent you an email with what all details required.
    Sykikal
    Just now?
    gina-s-9803
    To fix this, please see the email that our specialist sent you and submit all the documents requested by them.
    Not now. The email you received earlier.
    Is it not asking you to submit any documents there?
    Sykikal
    Hm.. No, I don't see any request for documents
    gina-s-9803
    He sent it on 01/29/2015. It says case 2-6855000006077 in its subject line.
    Sykikal
    Did that go to sr@vgi.me ?
    gina-s-9803
    Yes, please.
    Sykikal
    Afraid I don't see the email, sorry. When I search for "2-6855000006077" it just brings up our chat conversation.. The subject of the email I got today says "Your Google Wallet Account". Could you have it resent?
    gina-s-9803
    Sure.
    I will contact our specialist and will email you the details as soon as possible.
    Sykikal
    Okay, thanks
    gina-s-9803
    You are most welcome.\
    Is there anything else I can help you with today?
    Sykikal
    Well, there's one thing, https://lh4.googleusercontent.com/w..._wfMSdFcUWZIwrI50QSogUrZCFRovbwtUI=w1342-h547 am I missing something obvious with this? Did I put in the wrong search term or something?
    I just want to make sure the email isn't already there and I'm overlooking it somehow
    gina-s-9803
    When you click the link what can you see?
    Sykikal
    Oh, I uploaded a screenshot of my gmail
    On google docs
    It's of me searching
    It doesn't work for you?
    gina-s-9803
    No. It doesn't work for you.
    Sykikal
    Uh.. but I can see the image.
    gina-s-9803
    I am sorry. I can see only some Google image here.
    Anyhow, let me contact our specialist for you and I will email you the resolution.
    I hope it sounds good to you.
    Sykikal
    And that's going to sr@vgi.me , right?
    gina-s-9803
    That is correct.
    Sykikal
    Okay, thank you, that's all then
    gina-s-9803
    You are most welcome.

    ___________________________________________


    Hi, Sykikal.

    Thank you for contacting Google Wallet. This is a follow up email about what we have discussed today.

    I'm currently investigating your issue and consulting our experts for you. I'll update you as soon as I have more information! (If necessary, I may come back to you with questions about your specific circumstances.)
    I greatly appreciate your patience and cooperation as I work to resolve your issue. I hope to have a final answer for you soon.

    If you have any more questions, please reply to this email. I'm happy to help!

    Thanks,

    Gina S
    The Google Wallet Team

    January 30th

    I submit verification documents (Photo ID, scanned credit card).

    ___________________________________________

    Dear Google Wallet customer,

    Thank you for submitting verification documents to reactivate your Google Wallet account. We will review your request shortly and notify you directly by email as soon as your information is verified. This usually takes less than 24 hours but in rare cases may take a few days.

    Again, we apologize for any inconvenience you may have experienced, and thank you for using Google Wallet.

    Sincerely,
    The Google Wallet Team

    ___________________________________________

    Hello,

    Thank you for submitting your verification information. Unfortunately, in an effort to protect our users, your account will remain closed due to violations of the Google Wallet Terms of Service.

    Any previously pending transactions have been canceled. Authorization confirmations for these transactions may still appear on the transaction summary for the payment method you used, but your account has not been charged. These authorizations should be removed within 14 business days, depending on your bank’s schedule.

    If you have a positive Google Wallet Balance, we’ll refund your money within 30 days and notify you accordingly.

    January 31st

    Note that survey doesn't work and just redirects me back to the verification page.

    ___________________________________________

    Dear Google Wallet customer,

    Thank you for contacting Google Wallet Support!

    Please take 2 - 3 minutes to answer this survey about your satisfaction with your support experience. Your feedback will help us improve your future experience with Google Wallet and the quality of our service.

    Thank you in advance for your time and valuable feedback!

    February 2nd

    I'm a bit confused. A few days ago I chatted with Gina, a customer support representative, and she told me I'd be receiving an email from Google asking me for documentation. I still haven't received that email. Though I happened to visit wallet.google.com I did see a page asking for photograph of my photo ID and credit card or bank statement. Previously, this page just lead me to Google Wallet's frequently asked questions. I uploaded images of my photo ID and credit card like it asked, then received this email.

    "Thank you for submitting your verification information. Unfortunately, in an effort to protect our users, your account will remain closed due to violations of the Google Wallet Terms of Service." I'm still not even sure what I did wrong in the first place, and what was the purpose of even asking me for verification if my account was going to remain closed anyway?

    Then this morning I received an email saying "Please take 2 - 3 minutes to answer this survey about your satisfaction with your support experience. Your feedback will help us improve your future experience with Google Wallet and the quality of our service."

    I tried clicking the link to take the survey and voice my dissatisfaction but the link just lead me to the same verification page that I filled out last night. Are they asking me to verify again? This whole thing seems very strange to me. I've been using Google Wallet for years now without issues before. Hoping you can help, thanks.


    ___________________________________________


    Hello,
    Thank you for your email regarding your account status. I understand that you would like to have your account reinstated.

    Per Google Wallet's Terms of Service (U.S. Section 2.3), GPC has the right (i) to change, suspend or discontinue the Service, in whole or in part, as necessary to perform maintenance or updates to the Service and (ii) to impose limits on certain features or restrict access to parts or all of the Service without notice and without liability. GPC may decline to process any Payment Transaction in connection with, among other reasons, fraud prevention activities, applicable law, or GPC policies.

    As per our previous email, your Google Wallet account will remain closed, and you will no longer be able to process transactions through this service.

    Thank you for your understanding


    ___________________________________________

    I don't understand. I said I was confused. Don't thank me for something I don't have.

    I realized it was closed. The previous email said it was closed due to "will remain closed due to violations of the Google Wallet Terms of Service", and I wanted to know what those violations were. I also wanted to know why the survey page was redirecting me to the verification page. I received an email from Google offering to fill out a survey and I'd like to do so. Lastly, I wanted to know the purpose of having a verification page up was if it wasn't going to help get my account reinstated.



    February 4th

    They don't respond for two days, I resubmit verfication:

    ___________________________________________


    Dear Google Wallet customer,

    Thank you for submitting verification documents to reactivate your Google Wallet account. We will review your request shortly and notify you directly by email as soon as your information is verified. This usually takes less than 24 hours but in rare cases may take a few days.

    Again, we apologize for any inconvenience you may have experienced, and thank you for using Google Wallet.

    Sincerely,
    The Google Wallet Team

    ___________________________________________


    March 2nd

    I call them to ask about receiving my refund, receive this email again:


    ___________________________________________

    Hello,
    Thank you for submitting your verification information. Unfortunately, in an effort to protect our users, your account will remain closed due to violations of the Google Wallet Terms of Service.

    Any previously pending transactions have been canceled. Authorization confirmations for these transactions may still appear on the transaction summary for the payment method you used, but your account has not been charged. These authorizations should be removed within 15 business days, depending on your bank’s schedule.

    If you have a positive Google Wallet Balance (excluding Google Play credits), we’ll refund your money within 30 days and notify you accordingly.


    Sincerely,
    The Google Wallet Team

    ___________________________________________


    Shortly after, I receive this email in response to my call. I had specifically requested a follow up by phone but instead got this:

    Hi Sykikal,

    Thank you for reaching out to Google Wallet! It was a pleasure speaking with you today. I just attempted to give you a call back but it appears I wasn't able to reach you. Unfortunately, in an effort to protect our customers, your account will remain closed due to violations of the Google Wallet Terms of Service.

    As discussed, I see that you have a positive Google Wallet Balance. A specialist has initiated the refund process and you will receive the funds

    If you have any further questions, please reply to this email. I'm happy to help!

    Thanks,

    Brandon
    The Google Wallet Team

    ___________________________________________



    Hi Brandon, I don't think I received the call. Again my number is (***)***-****. I'd prefer to talk on the phone but if you can't I did have a few follow up questions.

    How will I receive the refund? Will it be sent to the checking account ending in ****?

    I was hoping to get more details about my account than that. Last time I asked a support repetitive told me about the "We may limit or suspend your use of the Service at any time, in our sole and absolute discretion. If we suspend your use of the Service, we will attempt to notify you by electronic mail. Suspension of your use of the Service will not affect your rights and obligations pursuant to this Terms of Service arising before or after such suspension." clause, but loosely speaking every Google Wallet account could be suspended under the terms of service. It is pretty broad and open ended. Could you be more specific about which part of the terms of service I broke? Thank you.


    March 17th

    I call again asking about my refund, the specialist tells me that it is being handled by some "risk management" or something team that apparently cannot be contacted by phone, even by other employees. I then receive this email

    ___________________________________________

    Hi, Sykikal.

    Thanks for reaching out to the Google Wallet team! I've looked into your situation, and I can confirm that our specialists have already sent you an email with the information that you need to resolve your issue.

    To find that email, please look in your inbox for a message sent on March 5 2015 (2-2788000006053). If you don't see that message in your inbox, please also check your spam folder, just in case.

    For the fastest and best resolution of your issue, please follow the instructions in the email that the specialist sent you!

    Thanks,

    Paula
    The Google Wallet Team

    ___________________________________________
    Thanks Paula, I checked through spam, trash, and my inbox and I'm not seeing the email that was sent on March 5/6th at all. Please have it re-sent.


    March 18th


    __________________________________________

    Not even sure who this Nathan person is.

    Hi, Sykikal.

    Thanks for your patience! Nathan is currently out of the office, I'm also one of the supervisors here in Google Wallet, please allow me to take over your case and assist you from here.

    I apologize that you're unable to locate the said email from our Review team. I've looked into the notes on your account and found out that they've sent you multiple emails for the past months. The most important email they've sent has the Case Reference number "2-6855000006077" on the subject line. Please refer to that email for further information.

    If you have any more questions, please reply to this email. I'm happy to help!

    Thanks,

    Arleah
    The Google Wallet Team

    ___________________________________________


    This is what a Google representative told me back in January during a chat.. I didn't see the email then and I don't see it now. Searching for that case number just brought up the chat logs. Here's an image of what comes up for me when I search imgur.com/****** . I've pasted our chat logs below:

    I post chat logs from earlier conversation.

    ___________________________________________
    Hi, Sykikal.

    Thanks for contacting Google Wallet.
    Unfortunately, in an effort to protect our customers, your account will remain closed due to violations of the Google Wallet Terms of Service.

    Your previously pending transactions have been canceled. Authorization confirmations for these transactions may still appear on the transaction summary for the payment method you used, but your account hasn't been charged. Such authorizations should be removed within 10 business days (14 days), depending on your bank’s schedule.

    I see that you have a positive Google Wallet Balance. A specialist will refund your money within 30 days and notify you accordingly.

    If you have any more questions, please reply to this email. I'm happy to help!

    Thanks,

    Wendell
    The Google Wallet Team

    _______________________


    I heard that the money would be returned within "30 days" back in January. I've yet to receive my refund or any notification from a specialist. I still do have more questions, which I've already asked several times and have yet to receive an answer to.

    As I said to Brandon back in March 2nd ( 6-0828000006351 )

    "How will I receive the refund? Will it be sent to the checking account ending in ****?

    I was hoping to get more details about my account than that. Last time I asked a support repetitive told me about the "We may limit or suspend your use of the Service at any time, in our sole and absolute discretion. If we suspend your use of the Service, we will attempt to notify you by electronic mail. Suspension of your use of the Service will not affect your rights and obligations pursuant to this Terms of Service arising before or after such suspension." clause, but loosely speaking every Google Wallet account could be suspended under the terms of service. It is pretty broad and open ended. Could you be more specific about which part of the terms of service I broke? Thank you."
     
    Last edited: Mar 19, 2015
  2. Shadow

    Shadow ಠ_ಠ

    Paypal ftw?

    Sounds fucked up, that Gina chick didn't appear to be a native English speaker either so I wouldn't have trusted her.
     
  3. CROWley

    CROWley Inactive

    "What's the point in pressing 1 for English when I still get somebody who doesn't speak it?"
     
  4. Sykikal

    Sykikal Very mentally stable admin Staff Member

    I was suspended from Paypal too a few years ago so I'm not too fond of them either but that's another story.
     
  5. Shadow

    Shadow ಠ_ಠ

    I always ask to be transferred to a rep in america and though they don't HAVE to do it, from my experience and my families, they always have.
     
  6. Sykikal

    Sykikal Very mentally stable admin Staff Member

    Just an update, apparently I'm still waiting for these prophets on high who cannot even be reached by other employees.

    March 21st

    Let me get back to the higher level for further assistance.

    Meanwhile, If you have any more questions, please reply to this email. I'm happy to help!


    March 27th

    Have you heard anything back from the higher level yet? I know it's not your fault, it just seems unusual to me that it'd take them a week or longer to respond to another employee. Do they normally take this long to respond?

    ______________________________________________________________________

    My apology for the inconvenience, But i haven't get a response from a higher level.

    I'm consistently monitoring your Google Wallet Account. Rest assured that as soon as i received a response I will get back to you as soon as possible.
     
  7. vengvong

    vengvong Limit Breaker

    Anything new happen? Did said person get a response from a ''higher level'' yet?
     
  8. Sykikal

    Sykikal Very mentally stable admin Staff Member

    She said they're investigating and should respond within a week.
     
  9. Sykikal

    Sykikal Very mentally stable admin Staff Member

    Okay, so finally Google returns my money which turns out to be $70, not $80. I can't check my balance at all while my account is suspended. I probably didn't remember it correctly (or Google is trying to jip me out of $10:P). It wasn't easy to get though, I've posted the email exchanges leading up to getting the money back below.

    April 2nd



    My name is Mel, one of the Managers for the Google Wallet Team. I've reviewed your case and please accept my sincere apologies if this case is causing too much inconvenience. I understand that you are already informed about the status of your account and now concerned about the remaining $70 positive balance. Please be informed that I will be taking the case now to coordinate with the proper department in resolving your issue.

    I've created a consult and currently waiting for response. Investigation may take a few days, but might take up to two weeks. However, rest assured that the case is already consulted to the proper team.

    ______________________________________________________________

    Thank you Mel, it is good to know that issue is being taken care of. Yes, the remaining $70 is my primary concern.

    Though I had a secondary concern, which is getting more details on which parts of the terms of service I broke which resulted in my account being suspended. I'm aware it was due to violations of the terms of service, but when I asked for details earlier a support repetitive told me about the "We may limit or suspend your use of the Service at any time, in our sole and absolute discretion. If we suspend your use of the Service, we will attempt to notify you by electronic mail. Suspension of your use of the Service will not affect your rights and obligations pursuant to this Terms of Service arising before or after such suspension." clause, but loosely speaking every Google Wallet account could be suspended under the terms of service. It is pretty broad and open ended. Could someone be more specific about which part of the terms of service I broke?

    I'm a bit confused as to how suspending me from Google Wallet helps to protect any of your other customers.

    April 8th

    Okay, so about a week later I get a follow up email, no mention on whether or not Teza is part of this mysterious "higher level" of support, or whether or not she is part of the special department Mel alluded to. As usual she also ignores my questions.

    _______________________________________________________________________

    Thank you for your patience with your inquiry. My name is Teza and I will be assisting you from here.

    I reviewed your issue in regard to the status of the account as well as the refund request and I apologize for the inconvenience. I have made a follow-up about the refund request from our specialist and I assure to provide you the information as soon as I receive it.

    If you have any more questions, please reply to this email. I'm happy to help!


    April 16th

    On April 16th, (which is exactly two weeks after Mel told me the investigation should finish) I contact Teza with a follow up email. It's amazing how they all say they're so happy to help yet none of them actually do.

    ________________________________________________________________________----



    I'm a bit confused as to the organizational structure or who is involved in this. Mary, one of the supervisors for the Google Wallet Team, told me that she was contacting a "higher level" of support to ask about my refund, and I never heard back from her.

    I later received an email from Mel, one of the Managers for the Google Wallet Team, I'm unsure if she was part of the "higher level" that Mary was referring to. Mel informed me that she had sent the case to the proper team and that it might take up to two weeks to solve. It's been two weeks and I haven't heard back from Mel. All of this occurred long after I was told I'd be receiving a refund in "30 days". Are you part of the proper team that Mel was referring to? If not, would it be possible for me to get the results of their investigation?
    This all seems like an excessive amount of teams and investigation and departments involved for what should be a relatively simple decision. Could I please talk with the person directly involved in deciding when and how I get a refund?


    April 17th

    Your outstanding Wallet Balance of $70.00 has been submitted for refund and will be deposited into the bank account you have on file or have supplied.

    It may take 2 weeks for the transaction to post into your account. If the refund is not in your account within this time, please respond to this email.

    Thank you for your cooperation and patience through this process.

    Sincerely,

    The Google Wallet Team


    ________________________________

    Okay, so finally just today I received my refund. I mean it took almost two months longer than they said it would but at least it's here now.


    April 22

    I still was not told why my account got suspended in the first place. I'm not expecting to get this information but just felt I'd ask on the off chance someone actually is able to answer.


    ____________________________________________________________________________

    Hi Teza, I just wanted to let you know that I received the $70 back. Thank you for your help. Since you offered to answer any other questions I had, I did have another question. Would it be possible to get more information on why I was suspended in the first place? You mentioned that you were reviewing the issue in regard to the status of my account. Just to clarify, I already know what the status of it is and have been told several times that it will remain suspended.

    Like I mentioned to Mel and Arleah, I'm also aware it was due to violations of the terms of service, but when I asked for details earlier a support repetitive told me about the "We may limit or suspend your use of the Service at any time, in our sole and absolute discretion. If we suspend your use of the Service, we will attempt to notify you by electronic mail. Suspension of your use of the Service will not affect your rights and obligations pursuant to this Terms of Service arising before or after such suspension." clause, but loosely speaking every Google Wallet account could be suspended under the terms of service. It is pretty broad and open ended. Could you be more specific about which part of the terms of service I broke?
     
  10. Sykikal

    Sykikal Very mentally stable admin Staff Member

    Thought I'd post an update to this.

    Google Wallet recently changed their layout. I still couldn't make payments but I could see my old transaction history. I tried buying something but it said I couldn't due to violations of terms of service, but there was a form I could fill out to have Google review it. I didn't think much would come of it but I submit the form anyway and to my surprise got this message.

    I tried making a payment and it worked. As you can see, no still no explanation as to why I was suspended in the first place or why I'm unsuspended now.

    So either

    1. Even though I was supposedly putting the rest of their users "at risk", Google forgave me for breaking the terms of service I unknowingly broke. Maybe Google cares less about putting their users at risk than they did before? Maybe profits are down so they're willing to take the money of an evil term breaking fiend such as me.

    2. Some guy un-banned me by mistake without knowing my deep dark history of terrible terms of service violations that put the rest of their users at risk.

    3. I never did anything wrong in the first place and they're just now realizing it.

    On one hand, I guess I should be glad to be unbanned, on the other hand, this just further proves my point that their support staff is a total mess. Props to them for realizing that I shouldn't be banned after nearly three years, I guess?
     
    Last edited: Oct 31, 2017

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