Google LLC Failure to process refund requests despite following the Google Specialist's instructions California Mountain View

Google LLC is supposed to be a renowned company that provides great and legal services to most customers. However, I was trying to request refund with my purchases from a game App called CSR Racing 2 that promises prizes that are achievable within limit and competence of your cars.

However, they do not ban obvious hackers and modders despite many players complaining and sending ticket to them, these cheaters started to dominate all leaderboards and push down all legit players who are supposed to get the prizes under real circumstances.


Of course feeling unfair, why would you continue spending on a game that supports hackers who spend $0 and legit players who spend $ in their game don't get the prizes in the end? Hence, the reason for me to request for refunds. Google LLC has a tendency to randomise different staffs (specialists) to help assist you on any case, and I got many because of the first screwed up specialist, Norman. He told me via phone that I have to forward the Google's email about my refund requests to the app developer's email, and if they do not reply in 3-5 working days, I can inform Google, and Google will proceed to process my requested refunds just by providing the case reference number stated in the email topic. I did exactly that, but I was told by the later few specialists that that was not the case, and of course I felt unfair and unreasonable for Google. As a staff there, you are supposed to be representing the company and providing correct information, but you mislead customers into providing false assurance and hope, just for us to give the good feedback or rating to you by end of the phone call.


Sorry to say, this false assurance in order to give customers a temporary satisfaction, is not nice, and eventually it pisses off your customers. I even got attached to another specialist, Maggie, whom made wrong refund requests despite giving clear instructions and even logically can refer to the first email refund requests in the Google email. With so many delays and mistakes by Google's staffs, the manager refused to process my refunds, as well as wanting me to do extra unnecessary stuffs on reporting the app developer, providing Google my transaction IDs and details again when they can easily get from their system.


Google LLC, you are supposed to be a prestigious company, but with your incompetent staffs and actions by them, I felt utterly disgraced by you, and I want to warn the public of your actions. Even other players can get their full refunds (up to 9 months) easily, but you can't even process my 3 months refunds ($114.96) because you are bias in giving the app developer my money first. You are shameless until you can go to the extent of telling your staffs to lie to customers to appease them just for your prestigious title and ratings. Shame on you, Google LLC.