Google - not Stag related

[Andrew S]

Sorry this is not Stag related but if I can solve a problem with buying an app, then I can afford more petrol at the weekend to use my Stag.

I am trying to email Google about unauthorised payments to Google and all I can get and go round and round is their blo*dy so called 'Help Centre'. There is a phone number but I cant ring it during the day due to work commitments. I also want to be able to send them attachment files.

Does anyone know of an email address?

Thanks for any help
Cheers
Andrew

[73stagman]

I just found the google phone number... I think they will deliberately keep email addresses private as they would get bombed with spam and complaints...

[Andrew S]

Thanks Neil, yes this is all I could get to too. Frustrating

Cheers
Andrew

[73stagman]

Can your bank help with unauthorised payments? I thought these clever systems were supposed to prevent that sort of thing

[Andrew S]

Sort of. Its MasterCard who want me to speak to Google as they do not feel the payments are fraudulent and after my investigation, I agree they're not, but they were accidently done by my son who is under 18 and in a naïve way. I have stopped it continuing as the app he went on charged you for every time you played it. Not sure where I stand with reimbursement on unauthorised payments where the parents have no knowledge of events.

[marshman]

Andrew,

Can't help with the email address but are any of these two any good for reporting the issue?

https://support.google.com/googleplay/answer/2851610?hl=en-GB

https://support.google.com/wallet/contact/privacy_security

I assume your issue is with Google Play Store. If you follow the first link and click on "contact Play support team" once you've logged in tick the boxes and claim a refund then you get a pop up with an "email us" button at the bottom - this opens a further form to fill in. Of course it won't reveal the email address and you can't attach anything BUT it may get a response to which you may be able to then send attachments.

I suspect you may have been down this path but thought I'd mention it.

Roger

[Andrew S]

Thanks Roger, very helpful and I used the second link. After completing the boxes (as much as I could) I received an instant message saying Thank you for reporting possible unauthorised charges on your credit or debit card to the Google Wallet Team. A support specialist will respond to your request within 1-2 working days.

As you say, this may provoke a response that I can reply to
Thanks for your help
Andrew

[Arbman Al]

This problem was on watchdog last year and things are going to change. Maybe a bit late for you though Andrew

http://www.independent.co.uk/money/spend-save/simon-read-lets-hope-the-watchdogs-clampdown-will-stop-games-companies-tricking-kids-9100602.html

[Andrew S]

Thanks for this. This is exactly where I am and will do my best to get a reimbursement although as it implies, changes aren't due to April. It will all be down to seeing if Google have a real customer service.
Thanks again
Andrew

[mike@thenook]

Sort of. Its MasterCard who want me to speak to Google as they do not feel the payments are fraudulent and after my investigation, I agree they're not, but they were accidently done by my son who is under 18 and in a naïve way. I have stopped it continuing as the app he went on charged you for every time you played it. Not sure where I stand with reimbursement on unauthorised payments where the parents have no knowledge of events.

I really sympathise with you on this one Andrew - Conrad manged to rack up £620 on Sony Playstation buying coins to gert players on Fifa - He didnt realise what he was doing and I didn't know until the Mcard bill arrived.

Sony are about as helpful as Apple on such matters (they aren't) and frankly they all just see it as a way of printing money at our expense, like they need to!

Interestingly though Apple have just been fined in the USA for such practices on I-Phones, a zillioth of a % on their earnings but a gesture.

There should be safeguards but there aren't and I very much doubt there ever will be - these companies are just too big and very complacent (oh, and they don't pay mnuch tax either....)

Cheers,

[73stagman]

http://articles.latimes.com/2014/jan/15/business/la-fi-apple-refunds-20140116

Apple's penance...

[Andrew S]

Thanks Neil, good to see and I am still waiting to hear from Google and Sony Playstation