I am a Google Gmail partner providing Domain Driven Email boxes and GSuites, and various other names the changed to confuse the customer and we have been working with Google Services since at least 2013. Google has a very archaic way of invoicing our office but we went along with it and have been paying by invoice with a Check since the inception. Everyone we communicate with appears to be in another country and they have no clue of Western Business practices. If this company were in the US, it would be shut down or reorganized.
Somehow we did not receive an invoice from Google and there was a small period that went unpaid and we did not find out for months as then our Support team found out that this was happening when we could no longer login or update our current customers or add one.
I spent hours on the phone, wanting to pay by Credit card and I could not get hold of anyone to properly help. The account went into distress a few weeks!!!
In complete and utter frustration, I went on to my account and found that it had a way to pay by Credit Card, so I paid about $700 in now past due payments and thought I was good.
A few weeks later, when we were locked out, I called and was on the phone for at least 2 hrs, they said I had to pay by Bank Wire to keep the account open.
Finally, I did the Bank Wire, at a cost more than our profit for the month…. crazy. That was not where it ended. My bank wanted to have an address for the Bank Wire and other information that Google could not provide. I had to wait and call several numbers for Wells Fargo to get an answer. Finally, after about 3 hrs I got one and sent the money. They called me and said they could not take a credit card and had nothing to do with processing by credit card and that would be another division. I was shocked. So where is my $700?? It clearly shows they collected the money but they cannot apply the credit at all. I spoke to 3 managers with Not even a shred of satisfaction.
At that point I asked to be changed over to Credit Card so this would NEVER happen again. A few months later, my account went into delinquency again, my Credit Card would not charge (I have no balance, and I called the Credit Card company and got them on the phone with Google and Google said sorry…try another card. ). !!!!
OMG this made me even more upset, my Google bounced Credit Card works fine and continues to work fine but not on Googles system. For our accounting, this card was specifically for the Google system and I did not want to use my personal Credit Card for payment, but I did.
Some months later Google wrote me and said that I could use the other card when I spoke to them on the phone.
2-3 months go by and I keep getting phone calls from the Google team. I did not want to talk to them. Finally, I answered a light Friday night call.
They explained that the $692 they collected cannot be credited to my Google account or Credit Card account and I had to fill out a Bank Verification form.!!! You would not believe the form questions, bank, routing number, correct business, name, specific dates, etc. I had to open my articles of incorporation to find half the information!! Oh Man, I have never been put through such bad Customer Service.
Long story even longer, it took 5 or 6 different re-do’s of the form before they were able to accept it. Some weeks went by and on around Sept 10th.
The, what I thought was the last change that they required was something that was NOT on the form and I have NEVER been asked of, and that was the actual stamp of my deposit from the bank to be on the bottom of the form, which does not even have a place to put it, they just wanted the stamp. ahhhh finally, the person helping me, Milena, the supervisor, who was ok and she was just passing information on and was apologetic. You see she has to pass this on to a group that she does not have direct contact with so it is days before she can get answers back… as it it were 1970 all over again. I could not believe that Google, who makes Self-Driving cars, cannot credit a LONG TiME known customer $692 they knowingly paid by Credit Card. Does this make any sense to any you reading this???
This week, around the 10th of Sept 2017, I was wondering if i had received my
check yet and yesterday Sept 13 2017, I get a call from Milena, telling me they still cannot process the payment and now the people in the credit department have decided that I have to do the entire bank form all over again and they want to change the amount from $692.29 which it has been for ever as Google established the refund amount, to $687.53!!!!!!!!
Today, I am so upset and disappointed that a company could actually be so incompetent and have the WORST customer service on the planet. If there service was not so good and there was another company that provided the same service for my customers, I would have left with the first bank Invoicing issue.
As it stands, these people do not understand that we have a busy lives and when I bill out at and at $100/hr I have already lost money dealing with Google’s archaic billing incompetent practices, along with the time to write this article. I hope this gets picked up and goes viral.
Note – From best I can recall, and there may be a few details that are not totally accurate, but the overall frustration and ridiculousness is still real.