Overcharge on obsolete account

[MyConcern]

I moved my Nest camera to Google as I was told. My old account with nest was supposed to have been transferred to my Google account. I paid for my annual fee to Google and didn’t think again. 

Two years later and after an address change,  I got Nest charging me $226.00 on my old redundant account (my old address, no camera or any other service attached to it). 
I went to Google-nest help line, after several attempts and escalations I was assured via email and was told that the refund was being processed, and I should receive it between 5-14 days (to my credit card).  
That was some three weeks ago. 
I sent and email asking today. I received response saying that it was processed, I should send them a ban statement (!) to prove that I hadn’t received it yet. Not sure if they are there to delay and frustrate you. I have a case number but they don’t seem to bother looking at it. 

[ByronP]

Hi MyConcern,

Thank you for posting here in the community. I'm really sorry that your card was charged to your old account. I understand how frustrating it is, especially when you have already cancelled it but still charge your card, and nobody can help. But not to worry; let me check other options.

Can you please provide your case ID number? We need to fully investigate your issue and do a deep dive into this inconvenience to help you further.

Please keep me posted. I'll look forward to your response.

Regards,

Byron

[MyConcern]

Hello Byron, your message sounds like a fresh breath of air. Thank you. 
Here is the case ID: 7-1896000036670

As of now I still don’t have any refund on my credit card (charges on June 25th, I reported immediately). 

[ByronP]

Hi MyConcern,

I got your case ID; let me check and investigate further about your concern. I'll escalate to assist you further via email, so stay tuned for future updates.

Keep me posted.

Regards,

Byron

[MyConcern]

 Is is not resolved. Escalated so called senior person is giving me the same story “send us your bank statement”  this is a joke. Google and Nest both should be ashamed of this. 

[ByronP]

Hi MyConcern,

Thank you for posting. I understand your concern. We would like to help, and that's why we need to escalate it and fully investigate to take the necessary actions to help with your inconvenience.

I understand your frustration with this situation; however, we are here to help you resolve it. Please stay tuned; we'll update your email for any news.

Regards,

Byron