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How to escalate a case

IHB87WS
Community Member

Case- 1-5183000036191

Hello, 

I wanted to escalate this case as I am not receiving any replies and responses so far have been rather unhelpful.

I have been having issues for a while. An 'authorisation hold' for £189 was placed on an item I purchased whilst it was replaced (and this process was already very time consuming and frustrating). I have still not received that money back and every time I try and contact Google I follow your suggestions or wait for you to act, however, nothing has happened and I still don't have that money- the only change is the transaction has disappeared from my account but the money is still not there? I frequently check my bank statements and my balance has not returned to before the authorisation hold was placed. I have contacted Natwest who said that they cannot trace it. Where has this money gone? I didn't use googlepay initially as it seems that this would have made this whole process simpler so it is not in that account. 

Thanks for your help. 

 

 

1 REPLY 1

ByronP
Community Specialist
Community Specialist

Hi IHB87WS,

 

Thank you for posting. I`m sorry that you didn`t receive the refund for the device that you returned. help`s here.

 

For this concern, please fill out this form, our specialist will reach out to you for further investigation and assistance on this issue.

 

Let me know once you`re done.

 

Regards,

Byron