A few days ago, my neighbors and I were all hit with a Google Play Gift Card Scam. Luckily many of us did NOT give the scammer whatn they wanted. However, many of us did purchase the gift cards and now we are stuck with them.
a) Google's policy is NOT TO REFUND any gift card purchases; even if they remain unopened and unused.
b) Google Play Gift Cards can ONLY be used to purchase Google Play product. Obviously, none of these products are of interest to most senior citizens because they involve computer games, etc.
So, we are left as owners of cards that are useless to us and cannot be refunded. So, the scammer has STUCK us one way or the other.
The Google buracracy is awful. After wandering around their endless online menus and chatting with several agents, I finally wrote an email to their CEO (sundai@google.com). Did I get a reply from Mr. Pichai? NO! Instead I received a reply from another Google minion who said "I recommend contacting the Google Play Support Team online. They would have the right tools to investigate this for you". I did what he said and found that the online agents do not have the power nor the desire to fix the problem. Instead, I fought with endless meus and finally got an agent who merely reiterated the company policy. He admitted that he was not empowered to resolve my issue. Ultimately, he told me to contact the retailer who sold the cards and closed the chat over my objections.
As the agent recommended, I have contacted the retailer several times. Each time they told me essentially "Google has your money. So you must deal with Google". I don't blame them because they also probably have no way to get a refund from Google. Yes. Google has the money and Google won't give it back.
I and my neighbors cannot afford to lose $300 due to a rigid and unweilding company policy. We have filed a local police report, as well as resports to the FBI, the FTC and the Pennsylvania Attorney General (case BCP-21-05-009722).
I agree that Google should have the right to refuse a refund IF the PINs have been exposed and/or the card has been used in any way. But, I believe it is sheer greed on their part not to refund the purchase of a card that has no value to the purchaser and has been verifably unused, is unuseable and was never given to a scammer. It is obviouly a very bad policy from a public relations point of view. It is also plain morally wrong. But Google can get away with simply because they are BIG and only care about profit instead of their customers.
Enough of my rant. Here are the facts in the case:
1. My neighbors online account was hacked and the names of his contects were seized by the scammer.
2. The scammer sent emails to the contacts presenting a very plausable story. It included facts about my neighbor that were very believable. The email used my neighbors Full name and correct email address. It was even signed with his personal signature as "Mayor Jim". here's the text of the message
"Thanks for responding, Actually, I need to get GOOGLE PLAY GIFT CARDS
for my Niece who had Heart operation some days ago she had lost both
parents to the disease (COVID-19). It's her birthday but I can't do this
right now because I have arthritis in the knees and ankles. They are
giving me problems. I am going up and down one step at a time. This
method is neither graceful! Or fast!, and I tried purchasing online but
unfortunately no luck with that. Can you get it from any store around
you? I will reimburse you with the money spent. kindly let me know if
you can handle this.
Await your soonest response.
Mayor Jim"
and a following email
"Thank you very much. Google play gift cards are sold at almost every
grocery store or drug store in the gift card section.Total amount needed
is $300 ($100 denomination) I need you to scratch the back of the 3
cards to reveal the pins, then take a snapshot of the back of the card
showing the pin and have the photos attached in the email then send it
to me. I will be so glad
Once again thanks,
Sent from my iPhone. Mayor Jim"
3. Some of my neighbors and I responded by purchasing the Google Play cards. However, I did not scratch off the PINS. When I returned from the store, I saw my neighbor's car in the drive. When I went next door to give him the cards, he told me it was a scam. Luckily, I had not yet carried out the scammers instructions to expose the PIN's.
4. I immediately returned to where I had purchased the cards and spoke with the manager who said I could not get a refund. I then filed a police report and notified the FTC, etc. And the saga continues...
I wish I had followed my intuition and had not purchased the cards until investigating further. Shame on me. Since I have no pension and a very limited income, I cannot afford to lose $300. But that's what happens when corporation gets to be so BIG that they no longer care about their customers. Monopolies and big conglomerates DO NOT work in the public interest. I get that!