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Report: #1507298

Complaint Review: Google FI - Mountain View CA

  • Submitted:
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  • Reported By: Joan — United States
  • Author Confirmed What's this?
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  • Google FI 1600 Amphitheatre Pkwy Mountain View, CA United States

Google FI I was charge over $500 due to their system Errors. Mountain View CA

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I have been charged over $500 because the Motorola phone is set for WIFI and not cellular.

I was told I needed to purchase a Motorola phone or some other compatible phone because the iPhone which I was using at the time was incompatible with google fi’s system. So I purchased the phone specially for that purpose because I was going out of the county and needed an international calling plan. I selected the plan which was supposed to provide unlimited calls and text. https://fi.google.com/account#switchplan/start

FlexibleCURRENT PLAN

$20/mo for 1 person + $10/GB

Unlimited calls & texts. Pay only for the data you use, no cost beyond 6 GB each cycle.”

However according to google fi support just this morning 4/22/21 this plan only applies if you are using WIFI and he further stated that I cannot use my WIFI because it is not supported in the country I am currently in. This statement is contrary to the information on their website, according to their website Kenya is supported which is where. I'm currently located.   



Therefore, each call I have made is going through cellular calls even though it is not set for cellular on my phone, but WIFI. I have charges of over $500 because of this phone incompatibility with goggle's fi system, and their lack of providing accurate information. My phone is set for the WIFI as it  should be not cellular and according to their support I would not be charged.   And again, my phone is not set for cellular but for WIFI and all settings are those which I was instructed to set by the customer service reps. 

The information listed on the following pages indicate that Kenya which is the country I am currently residing in is supported by google fi https://fi.google.com/about/international-rates/#K-section  Therefore if there system was operating correctly my calls would have gone through my WIFI and not Celluar and therefore I should not have been charged. which is contrary to what I was told earlier by a customer service support person. See print screen shot below for countries covered by their plan as of today 4/22/2

I spoke with another support repersentative which said the information I had been provided regarding no charges when using WIFI was not correct and sent me to another link which list prices for using WIFI. They have numerous sites which are not linked together stating contrdicating information. 

This is a Hugh Rip-off and google fi does not want to take responsibility for their system problem and their misleading advertisement information and lack of proper training of thier employees. I need to be refunded the money I have paid because it is their system glitch and therefore thier responsibility. 

This report was posted on Ripoff Report on 04/22/2021 03:51 AM and is a permanent record located here: https://www.ripoffreport.com/report/google-fi/mountain-view-ca-i-charge-due-1507298. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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