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12/4/19
Payment Profile Issue = Almost three weeks without service & counting 0 Recommended Answers 5 Replies 1 Upvote
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Last edited 12/4/19
Apparently my issue is not unique, but my account has been frozen for almost three weeks now due to a mysterious "payment profile issue" that a "specialist" is working on. Almost daily email, chat, and phone calls to customer service have done NOTHING. And I'm still getting bills. That I literally can't pay because my account is locked, for services I haven't been able to use.

A) How do I get someone to care about this issue and see it through to completion? The negligence here has been absolutely wild.
B) How do I now deal with bills I'm receiving for a service I haven't been using? I can't pay the bills yet, of course, but I will need to at some point. They, of course, include late fees. Which is like getting hit in the face three times in a row.
C) How do I demand SOMETHING as compensation for this mess? The first week I was frustrated, but all accommodating, just wanting to pay my bill. Like desperate to give them money so I could have my phone back (was in the middle of a job search, and yes this fiasco has cost me job leads), but now it's week three and I think Google should be giving me some MAJOR incentive to stay a customer. How do I ask for/demand this?

So many layers. So many frustrations. The fact that Google Fi can't fix Google Payments is insane. If someone tells me to "please be patient" and "wait for our specialist to contact you in 24-48 hours" one more time, I will burst into tears.
All Replies (5)
12/5/19
This is not ideal. Do you have a ticket numberf or your interactions with support so I can escalate this for you
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12/5/19
I have several interaction numbers but I believe case ID 7-3671000028470 would be easiest.
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12/5/19
Thank you - i have escalated this
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12/6/19
I am being told that you are already working witht eh appropriate payments department and to continue working with them. WHile your profile is suspended, you wont be charged for Fi as it is paused.
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12/18/19
It has now been five weeks without phone service. My email is being shut down because I pay for extra storage. I cannot express how angry I am about all of this. The level of negligence is wild. 

I was a positive advocate for Google Fi before and now I will tell everyone I know to never switch. This customer service black hole of "experts" and "specialists" who don't fix anything for five weeks and counting is unacceptable.

I don't know what to say to make someone feel responsible enough for my case to actually follow through with helping me. 

Google owes me. I need to have service so as frustrating as this is, I need to begin switching service because I DONT KNOW WHAT ELSE TO FUCKING DO.
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