Google Fi: As Bad As It Gets

After 11 months of decent service and a Pixel 4A that I am quite impressed with, I cannot recommend this company any less, and I am recovering Optimum customer, so that is saying something.

While the service itself, in terms of speed and coverage, and the device itself, a pixel 4a, were perfectly nice, their customer service is APPALLING.

Endless billing issues, and I mean endless from the last two months has led me to leave Google Fi for good.

The customer service agents are beyond clueless, put you on endless holds while they “check their resources,” and the only way to get to a supervisor is to wait 24–48 hours for them to email you back. Yes, EMAIL.

Their supervisors do not even have the ability to SPEAK ON A PHONE.

Let’s review, shall we:

1. In November, I was double charged, right at the worst possible time. It took days to get the charge corrected, and ONLY by contacting my bank.
2. Fi swore they refunded one charge, when in fact they never did.
3. In December, I see credits on my bill totaling over $50, more than enough to cover my December bill. The existence of these credits was confirmed by a Google Fi agent. Yay, I thought.
4. On 12/17, I was charged for December anyway. When I called customer service, I was met with confusion. Yes, the credits were there, but they had no clue why I was charged. I was to have to wait for the supervisor to…. you guessed it…. email me back.
5. I once again had my bank reverse the charge. That afternoon, the supervisor promised me that she would apply credits to ensure I would not be charged again for December. I had that assurance in writing, in fact.
6. On 12/21, I woke up to find that I had in face been charged again for December, despite the supervisor’s written assurances I would not be charged. I had to again wait for the same supervisor to email me back.
7. Four hours later, the supervisor emailed me that she had processed the refund, which I would get in 3–14 days.

When a company literally promises you IN WRITING that they will not charge your card and then charge your card anyway, that is not a company I want to deal with.

As soon as this promised refund is posted back on my account as I have disputed the charge with my bank, I will be leaving Google Fi and all google services for good.

Please, whatever you do, stay as far away from Google fi as possible.