Google Play Customer Service Issues

Archive 3

The following are issues that customers reported to GetHuman about Google Play customer service, archive #3. It includes a selection of 20 issue(s) reported June 11, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I recently encountered an issue with Pocket Gems - War Dragons. A new player joined our team for only one week and was caught cheating, even though the cheat happened before they joined. We had invested heavily in upgrading a castle to level 12 in the game's Atlas feature that rolled out on April 9, [redacted]. Unfortunately, Pocket Gems rolled back the castle to level 0 unfairly, affecting our progress and resources. I am requesting a refund of the money spent on War Dragons between April 9 and June 9, as the progress I paid for has been taken away due to someone else's actions. Although this is a free-to-play game, paying is necessary to advance in levels and abilities, which is why I am seeking a refund for the progress that was removed. Apple has already refunded affected team members who requested it, and I have invested a significant amount in the game. I hope Pocket Gems can promptly address my refund request.
Reported by GetHuman773345 on الإثنين ١١ يونيو ٢٠١٨ ٢٠:٠٢
I have recently encountered an issue with the parental passcode for in-app purchases promoted by your store. My son, who is 6 years old, was able to make unauthorized purchases totaling $[redacted] on an app that we believed was secured by your parental controls. This incident has significantly impacted my grandmother, who has limited financial resources. Despite being informed by your customer service that refunds are not within your policy, I strongly believe that a refund is warranted due to the failure of your parental protection feature. Asking my grandmother to resolve this directly with the game producer is unacceptable. I urge Google Play Store to address this matter promptly. For further communication, you can reach me at [redacted] or [redacted] Your swift response is greatly appreciated. Linda P.
Reported by GetHuman-pigottan on الأربعاء ١٣ يونيو ٢٠١٨ ٠٠:١٩
I recently received a call from Credit One bank regarding a suspicious $9.99 charge on my credit card from Google* sumoing. The bank declined the charge, so no funds were lost. After discussing the issue, I realized that we had used the card to rent a movie weeks earlier, but this seemed like a recurring charge although we only watched the movie once. I do not approve of any more charges on my credit card and request my information to be removed from the system to prevent further incidents. I rely on a limited income due to my disability, so I urge no additional charges moving forward. Today's date is 6/15/18.
Reported by GetHuman-coxdusty on السبت ١٦ يونيو ٢٠١٨ ٠١:٠٣
I was trying out a game called MLB TSB 18 on my phone when my 3-year-old son accidentally made a purchase using a gift card. Despite contacting the game developer about the issue and explaining that the purchase was made by a minor without consent, they have been unresponsive. I have informed them about the legal requirements for contracts with minors and emphasized that the purchase made was not authorized. I messaged the game developer expressing my concerns about them knowingly entering into a contract with a minor without parental consent. My son made the purchase unintentionally and did not use any of the items bought. The developer's refusal to acknowledge this and their insistence on enforcing a no refund policy is concerning, as they are disregarding legal obligations to refund unauthorized purchases made by minors.
Reported by GetHuman795316 on الإثنين ١٨ يونيو ٢٠١٨ ١٣:٣٨
I fell victim to a scam where I was told to purchase two Google Play cards to unlock my email by someone pretending to be from iTunes. Unfortunately, I provided the card numbers before realizing it was a scam. After seeking help from Apple support for a refund, I was contacted by someone named Ronnie B’Costa who claimed I needed more Google Play cards to recover my funds due to being a fraud victim. They made me buy $[redacted] worth of cards initially, then asked for an additional $[redacted]. When I couldn't provide it, they told me to buy two more cards to receive the refund. It's a frustrating situation.
Reported by GetHuman-deboseta on الإثنين ١٨ يونيو ٢٠١٨ ١٧:٢٣
I regret enabling Google Play to send me app suggestions, a decision I now regret. Despite revoking notification permissions, I continue to receive disruptive ads. This persists even after attempting solutions like clearing cache, and reinstalling the app. I have four accounts linked to my device [redacted], [redacted], [redacted], and [redacted]. I request that these accounts be adjusted to prevent unwanted advertisements. Many users are experiencing similar problems. Enhancements could ensure ads appear only as notifications, without obstructing phone use. The current intrusive full-screen ads are not what I anticipated when initially accepting app suggestions. Occasionally, ads even fail to locate the promoted app, a frustrating experience. I urge you to address this issue promptly. It is disheartening to witness a company of Google's stature neglecting such customer concerns.
Reported by GetHuman-andrewsf on الإثنين ١٨ يونيو ٢٠١٨ ١٨:٢٤
I have had repeated issues with Google Play not accepting my prepaid gift cards, as they have my full name on them. The problem recurs after it is temporarily fixed, prompting me to call several times. I would like the block removed on my account to stop these constant calls. If that is not possible, I request some Play credit as compensation for the inconvenience. This problem also causes me to miss out on game bonuses and offers, resulting in a loss of about $[redacted] worth of content to date.
Reported by GetHuman808864 on الجمعة ٢٢ يونيو ٢٠١٨ ٠٠:٠٠
Dear Sir or Madam, I am writing to discuss a billing issue regarding my daughter, who is only 12 years old. She has made numerous unauthorized purchases on Google Play, resulting in substantial charges. Despite my efforts to contact the developers and provide evidence of her age and unauthorized transactions, only one developer has refunded £8, which is far less than the total amount she has spent. I am currently being charged approximately £[redacted] monthly for purchases I did not authorize. I kindly request a refund for these charges. Unfortunately, the other developers have not responded to my emails. I appreciate any assistance you can provide in resolving this matter promptly. Thank you for your attention to this issue. Best regards, Héloïse B. [redacted]
Reported by GetHuman-hbeauzil on الأحد ٢٤ يونيو ٢٠١٨ ٢٠:٠٣
Hello, I wanted to share one of the many emails I've sent to a developer with the email [redacted] Unfortunately, I have not received a response. I've been trying to get a refund because my 12-year-old daughter made unauthorized purchases, resulting in unexpected charges on my phone bill. Despite my attempts, I have not been refunded and continue to be billed monthly. Please find below an email I sent to a developer who did not respond on June 6th: Subject: Unauthorized Charges for DIAMOND3 FAME BOOM and FWR FAME BOOM My 12-year-old daughter was billed for DIAMOND3 FAME BOOM and FWR FAME BOOM (£18.49 each), which I did not authorize. I am shocked by how she was able to make these purchases without my knowledge. I have attached a screenshot of the bill directed to her. I am seeking a refund and request the removal of any data related to my daughter. I await your prompt response. Thank you.
Reported by GetHuman-hbeauzil on الأحد ٢٤ يونيو ٢٠١٨ ٢٠:٢٢
Today, I received a phone call from the number [redacted]. They claimed to be Amazon representatives and said my account was charged $1,[redacted] for a phone. To get a refund, I had to buy two Google Play cards for $[redacted] each from CVS. I did it and gave them the numbers. Then, I realized it was a scam. I contacted CVS at [redacted] Collins Ave, Florida, [redacted], but they couldn't help. I am now in touch with my credit card company to try to cancel the fraudulent transaction. I don't know if there's anything you can do, but I wanted to make you aware of this scam. Apologies for the inconvenience. Best regards.
Reported by GetHuman-luisluig on الخميس ٢٨ يونيو ٢٠١٨ ٢٢:٢٧
I am seeking help with accessing our Google Play account. The account was previously linked to the email address: [redacted] which is no longer valid. The app in question, "Neocutis Swiss Rewards," was removed from the store, prompting our need to regain access to the account. Since the associated employee has left the company, we are unsure of the next steps. We would appreciate guidance on how to recover access to the existing account or if creating a new account is necessary to re-launch the app. Thank you for your support in advance.
Reported by GetHuman-caseycr on الجمعة ٢٩ يونيو ٢٠١٨ ١٧:٠٤
Today, while out, I noticed some unauthorized charges on my Google account when I visited my bank. Many charges are pending. My phone was acting up, causing some game apps to restart repeatedly. Upon consulting with my carrier, they recommended a factory reset. Most of the charges made on June 29, [redacted], were not legitimate and need to be refunded. I also need help restoring the games' progress affected by the reset. I rely on a fixed income, and the funds taken today are essential for my rent and food. I've blocked further purchases on my Google account. Please assist me in resolving these issues promptly. I have provided my contact number, [redacted], and my name, Rhonda. I have the order history with the charges. I am unsure how to attach it here. I am eager to speak with a representative. Thank you.
Reported by GetHuman834946 on الجمعة ٢٩ يونيو ٢٠١٨ ٢١:٥١
I recently allowed my 10-year-old to use my phone to play Bingo. Unfortunately, I realized too late that two-step verification had been removed from my debit card linked to my Google account. After noticing unauthorized purchases made by my son, I am troubled and seeking help. I wish to restore the previous settings and address the issue to prevent further incidents. My son is facing consequences, but I am left with financial strain and uncertainty about additional unauthorized purchases or subscriptions. I kindly request a refund for the charges made without my consent and assistance in securing my account against future unauthorized use.
Reported by GetHuman-tearicha on الجمعة ٢٩ يونيو ٢٠١٨ ٢١:٥٥
The game Angry Birds (Classic) on Google Play is experiencing severe issues. Upon reviewing the comments on the Play Store, it's apparent that many players are facing problems such as frequent game freezes. Purchasing Power-Ups can also result in wasted money and time due to these technical flaws. Contacting Rovio for assistance has not been very helpful, leaving frustrated players with unresolved concerns. The game's continued presence on the Play Store despite these ongoing problems is a cause for concern, impacting many users. Furthermore, the excessive amount of advertisements within the game adds to the frustration, with instances of the game freezing and showing numerous ads in short intervals. Players are seeking a resolution to these issues as reflected in the comments shared on the Play Store.
Reported by GetHuman856197 on الجمعة ٦ يوليو ٢٠١٨ ٢٠:٥٢
Hello, I recently noticed a $[redacted].90 purchase on my account for a Solitaire app that I believe my 2-year-old son accidentally made when he was playing with my phone. I had stepped away for a moment, and when I returned, the charge had gone through. I have not used any of the credits from the app and would like to request a refund for the unauthorized transaction. As I am currently out of work and pregnant, this expense is particularly burdensome for me. Thank you for your understanding and assistance in resolving this matter promptly.
Reported by GetHuman857251 on السبت ٧ يوليو ٢٠١٨ ٠٤:٥٨
Hello, last night, I discovered that several of my accounts had been hacked. I managed to resolve the issue with my PayPal account by calling them. However, my eBay account, two of my Gmail accounts ("[redacted]" and "[redacted]"), which contained important information, have also been compromised. I have purchased numerous apps, mainly for my son, and I am currently trying to regain access to these apps without success. The Gmail account I am concerned about is "[redacted]," with the backup email being "[redacted]" and the phone number associated with it is [redacted]. I am located in Illinois and the only area code I have used is [redacted]. The primary device linked to this account is a Galaxy S5, along with two LG phones and my son's tablet, Kurio. I need assistance in either regaining access to this account or permanently closing it, while ensuring my purchased apps are restored.
Reported by GetHuman-weskone on الأحد ٨ يوليو ٢٠١٨ ١٩:٥٠
Hello Google Friend, I allowed my cousin to make an in-app purchase on his Android phone for the game "Stormbound" for $9.99 USD worth of gems. I observed the transaction go through on my iPhone and my card. However, when I tried to download a free app from the Apple store later, it prompted me for my card details and began to charge me $9.99 again, even though I had already been charged on July 2, [redacted]. I do not have the funds for the duplicate charge and believe it's unfair since the purchase went through successfully. I've reached out to Apple support, but the problem originated from an Android device purchase. I would sincerely appreciate assistance with this matter to resume playing my games. Thank you for your attention and time in addressing this issue. Best regards, Caleb K.
Reported by GetHuman-darkkigh on الثلاثاء ١٠ يوليو ٢٠١٨ ٢٢:٢٤
I play War Planet Online on world 20. Our faction has been facing domination by another faction for a while now, and suspicions arose about 5 months ago. Upon investigating, we discovered that the leading faction has been taking advantage of a known "hack" in the billing system. We reported this to Gameloft, who confirmed the exploitation of the hack. Despite their terms of use prohibiting such activities, no action has been taken against the hackers, rendering the game unplayable for us. After reporting them for 4 months, Gameloft acknowledged the hack, but the offenders remain unpunished. I have requested a full refund for all expenses this year and possibly beyond, as Gameloft has failed to uphold its end of the contract. It has come to my attention that other players in our faction have received full refunds from Google. I recently sought refunds, but they only covered transactions up to mid-June, which I find unacceptable. I demand a refund for all expenditures dating back to January 1, [redacted], as the hackers have put us at an unfair disadvantage. I believe Google should consider banning Gameloft from its services.
Reported by GetHuman869160 on الأربعاء ١١ يوليو ٢٠١٨ ٠٣:٣٠
Hello, my name is Ibrahim Show. I recently noticed my account was charged £84.99 on Monday, July 9, [redacted], and I am concerned as I do not have any children or anyone who could have made these charges. Additionally, £2.99 was also deducted on July 2, [redacted]. I kindly request a refund for these charges as I believe they are part of a scam. This situation is causing me stress. Thank you, Ibrahim Show. If needed, you can contact me at [redacted]9 or email me at [redacted]
Reported by GetHuman869788 on الأربعاء ١١ يوليو ٢٠١٨ ١٣:٠٦
On July 11, [redacted], an infuriated individual detailed a distressing experience their elderly mother went through. A loan offer of $[redacted] was presented but led to a series of requests for purchases of Google Play gift cards totaling nearly $[redacted]. Despite assurances from the supposed lender, more fees surfaced, including a reactivation fee of $[redacted].99 then a $[redacted] paperwork fee, contradicting previous promises. The individual expressed frustration and concern for their mother, a cancer patient needing the loan for housing. They questioned Google's responsibility and indicated legal action for breach of promise and potential elderly exploitation. The writer resolved to cease any association with Google. They demanded a swift resolution to the situation. The tone was of disappointment and urgency to address the distressing situation promptly.
Reported by GetHuman870807 on الأربعاء ١١ يوليو ٢٠١٨ ١٧:٤١

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