- Report: #1050626
Complaint Review: Google - Mountain View California
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Author Confirmed
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Google
1600 Amphitheatre Parkway Mountain View, CA 94043 Mountain View, 94043 California, USA
Web:
http://www.google.com/intl/en/enterprise/apps/business/
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Google Google Suspends Your Account Because You MIGHT Not Pay Mountain View California
My business has been a subscriber of Google Apps for Enterprise services for nearly two years. Today our account was Suspended without advanced notification or justification. After several hours on the phone with Google customer service an email was sent to me that included the "internal only" explanation as to why my account was suspended (See Email below)
According the the email my account, any many others, were suspended because they have only one form of payment provided. Google "Risk Ops" decided that I MIGHT not pay my $15 per month fees and so they suspended the account. In order to have my services unsuspended I need to provide a copy of my drivers license and bank statement and wait 3 days while the information is reviewed. In the meantime the services I have paid for and my business is dependent will be unavailable to me.
It is absolutely unacceptable that a company that provides any level of service would randomly cutoff a customer in such manner. It is also unacceptable that a company would require private information for a simple transaction. I am not financing a car or a house. I am certainly not opening a bank account with them or clearing any web based transactions through them.
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My name is Jeff and I’m the escalation manager on duty. We have received your request and a member of our team will review the case immediately. You can expect a response from a support agent shortly. Please continue to work with the agent on the technical case, and feel free to respond to me if you have questions about the escalation itself.
Have a good day,
Jeff C.
Google Enterprise Support
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Case:
Subject: Payment Fraud
+++ Escalation Justification +++
Customer is irate because his account was suspended. he is one of the many accounts that were suspended. This was in the communication sent by Jonathan Aubitz about this issue:
Internal Only: We are seeing an issue with multiple payment declines on accounts with only one card on them. We were worried these were people were going to go delinquent with maxed out credit cards and Risk Ops proactively closed a bunch.
So, i sent the form that he has to fill out and called him to see if he needed assistance. He was very Irate, said he did not want to fill out the form as it requests for personal information that he thinks we are taking it ilegally. I tried to talk him through the process and get him to understand but he did not want to speak to me anymore. Tried to de-escalate, but he insisted. His account was unsuspended for 24 hours before the communication was sent, so his services should be working.
+++ Escalation Deadline +++
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+++ Deadline Comments +++
