Payment Issues with Google Play Balance Funded by Gift Cards

ronnknee on 19/04/2023 - 14:59

I purchased a $50 gift card from HCF Thank You portal and successfully redeemed it in Google Play.

I made a purchase in-app using my Google Play balanceand it was fine.

Next time I tried to make another purchase, it gave me the error message:

Your transaction cannot be completed. To proceed, please submit the required documents by completing this form.

I completed the form and submitted screenshots of the invoice, gift card and code. After a week, I received the following response:

Thank you for your patience while we reviewed your account. We have identified some inconsistencies with your account and the information you provided us. As a result, we are unable to help you redeem these gift cards.

Did they just eat my money? Has anyone else experienced this issue before?

Entertainment Gift Card

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Comments

  • boomramada on 19/04/2023 - 15:10

    inconsistencies with your account

    You been using two different accounts?

  • boldwombat on 22/04/2023 - 10:55
    +1

    This happened to me (but with credit I had from Opinion Rewards and Play Points). Did you make a Turkish Google Play account for Disney+? I think that might have caused the flag on mine.

    To fix it I kept going on their support chat until I found a person who'd take it to their supervisor. The first few agents I got were utterly useless and kept redirecting me to the form, so you have to try until you get a good one.

    • ronnknee on 22/04/2023 - 15:09

      Thanks for sharing your experience, glad it wasn't just me and you had a positive outcome. I do have a Turkish account for YouTube, that could be it, but it hasn't been a problem until now.

      I have tried talking to live chat but they keep on referring me back to the form. I will try again.

      • boldwombat on 22/04/2023 - 15:33

        No worries, good luck getting through to someone helpful. It did take a few days for the supervisor to email me that they'd fixed it, but it did come through eventually.

  • ronnknee on 28/05/2023 - 11:13

    Just an update on this. I filled in the form a few more times but still no luck, had the agents keep telling me that the payment information was inconsistent. They were unable to assist me, essentially "sorry bad luck".

    I made a complaint on ACFA. A week later, I got an email from Google saying that they have resolved the issue. I also got a follow-up email from ACFA confirming that Google had informed me of a resolution. I guess Google just needed a push.

    I still find it ridiculous that Google can just freeze Google Play balance just like that.

    • Be careful on 16/11/2023 - 21:31

      Yeah google are trying to scam me for $100 too. Get the runaround on forms submitted for google cards I bought from coles. Billion dollar company ripping ppl off basically

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