Google Pay Scam

[ClawHammer]

So last night I receive an e-mail from Google pay stating that payment couldn't be taken on my card and so they have ended my NestAware subscription and deleted all my history. I pay annually and the card details they hold are for a card that is valid until 2027. I check with my bank and they haven't tried to take payment. 

I go to my Google pay account to put in new card details and it tells me my account is on some kind of hold and to contact Google. I request a call back from Google and speak with somebody from WorldPay who directs me to a screen on my Google account that requests two forms of government ID to be uploaded so that I can use Google Pay to reinstate my NestAware subscription. 

I'm absolutely shocked that they would think it's okay to cancel my NestAware subscription and delete all my history with no warning and for no good reason other than to force me to upload ID documents to their website. 

There is no way in this world that I will be doing this and no way I can continue using this company for my home security when they can just stop my cameras recording and delete all my history instantly with no warning and to blackmail me into uploading ID documents. 

This is criminal and I find it hard to believe that anybody in this world would be prepared to do this or allow Google to treat them in this way. Of course, I realise that people are that dumb and will bend over and do exactly what Google ask and that's why they can get away with this. 

I'm binning my Nest cameras and any other Google products. I will be avoiding this company like the plague. Anybody continuing with this company must be insane. 

[MplsCustomer]

@ClawHammer 

We don't use Google Pay, but I tried searching for why Google Pay would require 2 forms of government ID. I found these two webpages:

https://support.google.com/googlepay/answer/7644078

https://support.google.com/googlepay/answer/10192051

[ClawHammer]

@MplsCustomer  

Thanks for your response. I don't appear to have any other option to make payment other than through Google Pay. How are you paying for your NestAware services? 

[MplsCustomer]

@ClawHammer 

We pay via credit card, the only option we have ever had. I don't even know how one would pay the subscription via Google Pay, and can't even find an option to do so. (We are in the U.S.)

[ClawHammer]

@MplsCustomer  

I'm in the UK but don't know why it would be different. 

I've read a few reports that once Google raise an issue with an account that, even after providing the ID documents, they simply don't re-instate the account. 

I just can't risk having my home security with a company who have a complete and utter disregard to their clients. They didn't even call me and speak with me and there's no way to speak with anybody about this at Google.

Anybody with 30 days or 60 days of Nest Aware may find that it's all deleted for no reason and with no warning and there will be cases of this happening when somebody needs that footage because it shows a burglary, etc.

Imagine being on holiday when you rely most on home security and it just gets cut off. 

I astounded that Google thinks this is acceptable. I have no faith in them at all. 

[MplsCustomer]

@ClawHammer 

I don't know if the "Contact us" link would get you a different answer, under "Nest Aware Premier Care" (to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."

https://support.google.com/googlenest/answer/9233159

[ClawHammer]

Thanks @MplsCustomer I followed your link. This was the same process I used yesterday but I did try it again today in case somebody else at Google could help or suggest another payment method.

I requested for a CS advisor to call me which they did pretty much right away. She took me through the same payment process again and with the same outcome. 

There is definitely only one payment option available to me which is Google Pay.  I can't amend the payment method and the CS advisor confirmed this was the only way to pay for Nest Aware. 

When I try to confirm purchase of Nest Aware I get the following error message: -

'Contact us to remove the hold on your account [OR_CCR_95]' 

I sent a screenshot of the error message to the CS advisor and she has forwarded this to a different department and explained to me that they will contact me within 48 hours with a resolution. 

I do think the outcome will be the same and that they will direct me once more to the webpage asking me to upload two government approved ID documents i.e. passport, driving license and I will 100% not be doing that. 

Still can't believe that they would delete my history without any warning. I've been a nest customer since they started when I purchased a couple of the 1st gen indoor cams and a couple of 1st Gen Nest Protects which I had to replace a couple of years back. I've added a few outdoor cameras over the years and a Nest doorbell when it first came out. I've had a Nest Aware subscription for all of that time with no issues at all including issues with payment. Yet my custom means absolutely nothing to Google. 

Let's see what happens over the next 48 hours. 

[gatorbedard]

What was the outcome of this issue?  Is it wide spread in US only or other countries as well??

I ran into the same issue with my Nest Aware account last week (end of June 2023).  I will also check with supported as instructed above.

• I no longer have Nest Aware on any of my 4 Camera's or Doorbell.
• I cannot find my original Nest Aware account with account/payment history.
• I never received notification that anything with my old/original Nest Aware account would be changing.

[ClawHammer]

Hi, No change. They now ignore me. I’m still unable to restart my Nest Aware subscription and have not had any explanation why this has been done. 

[Juni]

Hi folks,

ClawHammer, thanks for reaching out and sorry for the delay. I  understand how frustrating this could be. Could you provide us with the case number when you contacted our support team so we can check for you?

Appreciate your help here, MplsCustomer.

Regards,

Juni

[ClawHammer]

Case ID [7-0621000033835]

[LovelyM]

Hello ClawHammer,

We've tried checking on the case that you shared with us, but we don't have any access to it. We'll reach out to our senior specialists to see if they can look into this. We'll get back to you once we have news to share. 

Cheers,
Lovely

[ClawHammer]

Thanks for your response but I don't hold any hope of this being resolved. What is happening in this thread is mirroring my Google experience so far regarding this issue in that I have not spoken to the same person twice.

This issue started in April and it shows that Goolge Nest or Google Pay do not have the ability to resolve an issue quickly. It has been nearly 3 months now and I've not even been provided with a reason apart from saying my bank rejected the payment which the bank has confirmed is completely false. 

I installed security to protect my family and, after over 10 years with Nest Aware, it's been removed without notice or reason and not one person in your company is willing or able to take charge of the issue and get it resolved. 

[EdmondB]

Hi there,

I'm sorry to hear about your experience on your Nest aware Subscription. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Thanks,
Edmond

[ClawHammer]

The form has been completed. 

For anyone reading this thread, the form asked for contact telephone number that they already have and an explanation of the issue which, as well as being detailed in this thread, has also been explained numerous times in E-mails to Google and verbally during telephone calls. I assume the information I’ve provided for the last 3 months wasn’t recorded or acted on.  

[EdmondB]

Hello there, 

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Regards,
Edmond

[ClawHammer]

Why lock the thread? Surely other customers should be able to see how this pans out? You could lock this thread and nobody responds to me. Don’t you want other customers to know this didn’t happen and that the issue was resolved? Please do not lock this thread. 

[ClawHammer]

Update: I’ve just received the following  e-mail — “We're sorry to hear that you're having an issue renewing the Nest Aware subscriptions. Please reach Google Store support for further assistance. Here's the form to contact them below”. 

So they’ve done nothing and have restarted the entire process with the form asking me to explain the problem which I’ve already done via a form and verbally many times.  
Nobody wants to sort this and I realise it’s been a complete waste of my time.  

[ClawHammer]

So I just contacted Google again via telephone. They have suspended my Payment Profile. They can’t explain why they did this. They originally told me it was due to my bank declining my payment but my bank confirmed payment hasn’t been requested and wouldn’t have been declined if it had. 

Google explained that in order to be able to make payments again I would need to verify my account and to do that required me to upload 2 forms of UK government approved ID. I asked what law or regulation requires them to obtain  this information from their customers but they were not able to tell me. 

The fact that they lied about the payment in order to request this information makes me suspicious. The bank are responsible for ensuring their customers are legitimate. I can use my bank details to pay for services without any need for separate verification. I cannot see any need for Google to need this information and I don’t want to supply it. I cannot believe other customers are willing to pass their ID over to Google. 

[HeatherDawn41]

Are you trying to use someone else name or have someone pretend they are that person?

[ClawHammer]

No, absolutely not.  

[gatorbedard]

Just checking back on progress...  I am very disappointed to see this has yet to be resolved.  I will be trying again within the next couple of days and will report back if/when I have made progress.

[ClawHammer]

No progress. I binned off Neat products as I’m unable to pay for the subscription and hit a brick wall when trying to get to the bottom of it. Basically nobody at Google knows why customers have to provide this information all of a sudden. 

[GPaySucks]

This also happened to me. My bank never declined the monthly subscription payment for nest aware plus, but they suspended my google payment account. Why do I need to upload a government ID, to have the google payment account reinstated, just to pay a monthly subscription fee? 

[ClawHammer]

That’s the question Google appear unable to answer. Makes me suspicious of what they want that ID for if they can’t give a straight forward answer. 

[shahabk2003]

Same happened with me today. I went to Tesco for my new year shopping and found that my google wallet is not working. It was shame for me as I normally don't carry my card (silly me) due to trust on google. I saw the error that I need to contact my card provider (which was a blunt lie as the issue was with the app not card). When I contacted google, I was told that we have suspended your account due to verification and you need to upload Govt ID and proof of address. WTH. We use their service does means that they force us to upload our personal documents containing our personal infor which GOOGLE can sell it for any time and no one will know it. 

Using their service does not mean that they can force us to upload our personal documents without any reason on their insecure website.