Google Reviews 455

Worst customer service experience ever, I paid for almost a year $60+ for unlimited data and was never able to get the service, support was useless and had no clue, really really the worst EVER, don’t waste your time and money.

If i could rate 1 star i could. What's the point of insurance if i cannot make a claim without a full value of tge phine hold " return my old phone" i used to be able to bypass this by returning my old phone. The service coverage is great but use an outside insurance as theirs is useless!

04/06/2025

Google Fi Customer Relations
1600 Amphitheatre Parkway
Mountain View, CA 94043

Dear Google Fi Claims Department,
Re: Formal Complaint and Demand for Compensation for Business Losses due to Incorrect Phone Number Assignment
On 04/04/2025 your representative attempted to activate my brother's new phone and add it to my existing group plan.

Empire Equipment & Repair (registered business name in Pennsylvania, owned by Robert Cline, DBA).
* Business Address: 273 Prospect Road, Mount Joy, PA 17552
* Original Business Phone Number: 717-405-6295 (removed by Google Fi)
* Incorrectly Assigned New Number: +1 717-332-7715 (now assigned to my device)
The representative's errors caused:
**IMMEDIATE DAMAGES ($4,500)**
* $1,000: Missed sales revenue for 2 days due to disconnected phone number
* $1,500: Marketing expenses for useless ads with incorrect phone number
* $2,000: Opportunity costs and initial business impacts
Google Fi admitted fault via email stating:
"We sincerely apologize... We take full responsibility... We are currently working on it and would surely reach out to you within 24 hours.
**PERMANENT BUSINESS DAMAGES**
1. **5 years of advertising efforts rendered worthless** across major platforms
2. **Permanent online presence of incorrect phone number**, causing ongoing customer confusion
3. **Estimated 1-2 years to partially recover search engine visibility**
4. **Immeasurable harm to our professional image**
**TOTAL BUSINESS DAMAGES: $75,000**
**TOTAL COMPENSATION DEMANDED: $79,500 ($4,500 immediate + $75,000 permanent)**
My brother's phone remains active on my account WITHOUT a phone number assigned, causing additional financial losses.
**NOTICE OF FURTHER ACTIONS**
We are also filing formal complaints with:
1. Federal Communications Commission (FCC)
2. Better Business Bureau (BBB)
3. Pennsylvania Attorney General Office
Sincerely,
Robert Cline
Empire Equipment & Repair
DBA (Registered Business Owner)
273 Prospect Road, Mount Joy, PA 17552

Free trial is a scam. If you do the one week trial it disqualifes you from any new user deals.
The customer service is the worst I've dealt with in my life. First guy says yes you can still get the seal, next says I can't, I tell him previous guy said I could...please hold...oh yes you can. So he answered without actually knowing the correct answer.
Doesn't matter because even what they consider "top tier" escalation can't figure out how to make it work and suggests I forgo the $500 credit and pick another deal.
Google should be embarrassed to have their name attached to this service and the fact they they are a tech giant that cannot fix a system glitch. Unbelievable.

Two-Factor Authentication (2FA) Catch-22

Google requires 2FA to log in and erase the stolen phone, but the 2FA code is sent to the stolen phone, making it impossible to access the account.

It is unbelievable that Google Fi has no solution for this. A tech giant like Google should understand that customers cannot retrieve a 2FA code from a device that has been stolen. Is Google really going this downhill in 2025?

Lack of Alternative Authentication Methods

Google does not provide a clear way to bypass 2FA when a phone is stolen, leaving users locked out of their accounts.

Inability to Remotely Erase Data Without 2FA

Despite Google and Samsung offering remote wipe options, they require verification via the stolen device, making the feature useless in this case.

Agent’s Lack of Clear Instructions and Solutions

The agent repeatedly provided generic steps that had already been attempted and did not address the specific issue.

When asked direct questions (e.g., "What is a reset phone?"), the agent either ignored them or provided vague, irrelevant responses.

Contradictory Information About Buying a Replacement Phone

Initially, the agent said it was not possible to buy a replacement phone.

Later, they confirmed that a new phone could be purchased and activated.

Failure to Provide Immediate Escalation to a Supervisor

Despite repeated requests for a supervisor, the agent stalled and only offered an email follow-up in 24-48 hours.

Given the urgency of a stolen phone, this delay is unacceptable.

Lack of Empathy and Repetitive Apologies Instead of Solutions

The agent frequently apologized but did not provide new information or proactive steps.

The conversation often felt like a chatbot interaction rather than human assistance.

Recommending Calling a Support Number Without a Phone

The agent suggested calling Google Fi support, despite knowing the user did not have a phone to make the call.

Unclear or Incorrect Technical Explanations

The agent mentioned needing a "pSIM" without explaining where to get one.

The distinction between a physical SIM (pSIM) and eSIM was not properly explained.

No Clear Guidance on Restoring Service to a New Phone

The user had to repeatedly ask if their phone number would be restored to a new device.

The agent provided unclear answers and only confirmed it after being asked multiple times.

Summary of Issues with Google Fi's Support and Plan:

Google Fi’s handling of stolen phones is *shockingly inadequate*, primarily because it fails to account for the most basic reality: customers cannot access two-factor authentication (2FA) on a stolen device.

It is unbelievable that Google, one of the largest tech companies in the world, does not have a working solution for this scenario. Is Google really going this downhill in 2025?

Beyond that, the customer support experience was a frustrating loop of useless steps, contradictory information, and an agent who communicated like AI, ignored key questions, and failed to escalate the issue in a timely manner. The inability to erase a stolen phone, verify account access, or smoothly transition to a new device exposes serious flaws in Google Fi’s security and customer service policies. Given how common phone theft is, this lack of a streamlined process is completely unacceptable.

Google Fi has THE WORST CUSTOMER SERVICE! They all just repeat themselves over and over, non are American based so can barely understand english. They have made me remail my phone over 7 times to have it refurbished 3 times now and even lost it in their facility. I will never use them again once my phone is paid off.

Be aware that Google Fi support is useless if you have a billing problem with your Google payment profiles. For me and many others, the payment profiles goes into verification mode for unknown reasons. When that happens, If don't get that fix in time before the next billing cycle, Google Fi will stop working by placing your account on hold. As they only accept payment via Google Payment profiles and when your profile is in verfication mode, your payment methods in your profile would not work and you are not allowed to make any payments (not even manually providing credit cards, send a check or ACH). I didn't figure that out till it was too late to get my Google payment profile fix in time and lost Cell service for 5 lines without warning. I lost service in a late afternoon on a rainy day not able to contact one of my kids waiting to be picked up. It was a heart pounding 2 hours to get in touch with my kid using public WIFI. Google Fi doesn't allow out going calls only incoming when your account is on hold and no data. Google Pay support is another horrible experience. The verification process is basically asking you to submit pictures of your DL and there is no one to talk to, no direct phone number to contact except someone to call you back. The people who calls you back are not the ones directly processing your verification process so they can only help you contact the verification team. They can't get them on the phone at the same time with you to escalate and all they can tell you is "We will email you status in 24-48 hours" Btw, When you submit your DL, the default message after you submit your DL is "We will get back to you in a few days" Those few days turns into weeks. For me it turn into a month and 20 plus calls to get profile issue resolved. If you value your cell phone connections to be working and with a company that can help you 24/7, "DON'T" use Google FI, I switched the next day after Google FI stopped my service to another carrier with my 5 lines so we have service. They jailed my primary line phone number and didn't release my phone number to port it out till a month later. Nothing but a disaster with Google Fi and will never go back to them.

They are not helpful at all phone crapped out and no fault of mine and they won't even compensate the month I'll be without a phone because I have to do standard exchange since I don't have 1200$ I can afford to have on hold in my account. I'm literally in tears every time I call and am given no help. Never use this company. The Indians on there seem to hate Americans and all say something completely different and lie constantly then when you call them out about the lie they gaslight you.

I had Google's "Device Protection" on my phone, payed for it for about two years when my Galaxy Z Fold failed. They charged me $129 deductible and send me a replacement phone that was clearly used, had a worn out battery, and now, a few months later it completely failed. Now they want to charge me another deductible to replace the broken phone they send me.

Wish I could leave a zero star review. We have been trying for a month now to have our funds released and returned to us after having to pay almost $300 to replace a broken phone. We have spoken to 3 customer service reps and they all tell us that our funds have been released for our refund. Finally called our bank today and had to submit a formal dispute against Google Fi because nothing has been submitted from them to our bank. We got notified from FedEx that our device was delivered and received, but still had to call Google 4 days later because our account said they hadn't received it yet. The 3 customer service reps we have spoken with kept telling us 7-14 business days, first call was on 12/19/24, last call was on 1/6/25 and still not received our refund and received email to contact our financial institution. So today we contacted our bank, nothing received from Google, so now we have the formal dispute and our bank working to help us. Next call will be to whoever the highest ranking person we can contact. I absolutely recommend you read ALL reviews and do intense research before singing up for their service

Beware of Google Fi: A Frustrating Experience You Should Know About

We all know that Google is a tech giant that has seamlessly integrated into our daily lives, making things easier and more convenient. Naturally, when I got a Google phone, I thought about trying Google Fi to take advantage of a fully integrated ecosystem, hoping it would offer better benefits and a smoother experience.

But boy, was I wrong!

Towards the end of my registration with Google Fi, I had a change of heart and decided to stick with my current provider, Straight Talk, which I've been happily using for several months. That's when the nightmare began.

Google Fi made it nearly impossible to close my account. Despite following the steps provided by their customer service—steps that seemed simple enough—I couldn't find the option to cancel. This led to several frustrating phone calls, bouncing between Google, Verizon, and Straight Talk, trying to sort things out.

Finally, after much persistence and one last attempt with Google support, an agent was able to help me close the account.

Lesson learned: If you're considering Google Fi, think twice. The service may sound promising, but the hassle of trying to cancel is simply not worth it. Do yourself a favor and steer clear of this misleading and cumbersome service.

Has anyone else had a similar experience with Google Fi? Would love to hear how you handled it!

This is the worst cell phone service provider I have used in 25 years. I changed jobs and my paydays changed. The suspended my account for non-payment. I called them to make a payment arrangement. I could pay the account in full in 5 days.

But they would prefer I close my account and go to another carrier then make a payment arrangement. They said they do not do that.

Every other carrier in the country will work with you, and let you keep your service on if you call and make a payment arrangement. Most of the time you can do it online in your account without talking to anyone. Not GoogleFi.

They make you talk to some person in India. No payment arrangements will be allowed. So I am leaving them for T-Mobile. I highly recommend everyone avoid GoogleFi unless you love getting horrible customer service and completely unreasonable support staff.

Fi works well and is very cost-effective as long as you typically have access to reliable Wi-Fi. If not, data charges are exorbitant.

I never had a problem with customer service until recently.

(TL;DR: passive-aggressive bots waste my time.)

I contacted Fi through the app to ask how Fi would work if I installed a second eSIM (Pixel phone). Not a typical question but a techie might know, right?

First Customer Service Rep (CSR1) replies that the email address wasn't linked to Fi and has to be verified. I point out that we are corresponding via the address linked to Fi. No avail. Did the verification.

She then asked how I wanted to receive the answer (weird, right?). I reply. Next email is from "CSR2": the email address isn't linked to Fi, has to be verified. I direct them to previous correspondence. No avail. I re-verify, this time via phone. The call-center rep (who was great) sent me proof of verification which I sent to "CSR2".

Next was from "CSR3": the email address wasn't linked blah blah. I reply, canceling the ticket.

Next was from "CSR4" who "understands [my] concern" but as they can't authenticate my address, for "security reasons" they are closing the support ticket. I make a comment & get a repeat of "CSR4"'s message.

So clearly, other than MAYBE #1 no humans involved, just simplistic bots or something equally mindless. Why couldn't they just say that my question is outside their area instead of wasting my time with 6 days of emails and unnecessary tasks?

I would rate GoogleFi Customer Service even lower if given the option.

Disappointing Customer Experience: Broken Promises and Indifference
Review:
I am writing to express my extreme dissatisfaction with my recent experience as a Google Fi customer.
* Unresponsive Customer Support: Contacting customer support has been a frustrating ordeal. Responses are slow, often generic, and rarely address the root of the issue. I've experienced long hold times, disconnected calls, and a general lack of urgency in resolving my concerns.
* Broken Promises and Policy Violations: Google Fi repeatedly failed to uphold its own customer policies. Specifically surrounding international coverage thru the Unlimited Plus Plan and international coverage. These broken promises have caused significant inconvenience and potential financial hardship.
* Indifference and Lack of Care: It's clear that customer satisfaction is not a priority for Google Fi. There's a distinct lack of empathy and a general "don't care" attitude from customer support representatives. I feel unheard, undervalued, and ultimately, cheated.
Conclusion:
My experience with Google Fi has been deeply disappointing. The combination of unresponsive customer support, broken promises, and a lack of care for customer satisfaction has severely impacted my opinion of the company. I strongly advise potential customers to carefully consider their options before choosing Google Fi.

Google fi used to be fine, my phone mostly worked as expected. But in the last few years, I've had one problem after another with basic call services not working properly. In all cases, Google eventually managed to fix the problem, after weeks of the slowest and least competent customer service you could ever imagine. Picture a typical response via email taking 24 hours. Picture customer service reps who don't even seem to bother reading the emails you sent them, or listening to what you said, based on responses that make no sense for the problem or what you've just told them. Picture customer service representatives, both on the phone and via email, who prefer repeating inane platitudes over and over to actually being responsive to what you're saying and providing helpful customer service. Picture customer service reps who don't seem to think it's a problem if you have to wait a week for a new sim card to get basic call and text services working, which has happened four times the last few years to me, and will charge you to fix their problem in a reasonable amount of time.

At the end of this billing cycle, I'm out. Never again!

I was charged over $400 for a SINGLE LINE phone plan because of international call charges. I understand that if you make calls to US, Canada, and Mexico while overseas there will be an occurring charge as expected but what I DIDN'T expect was that if for any reason you needed to disconnect from Wi-Fi to the tower that even if you were on Wi-Fi for 5 hours and had to switch to the tower for only 5 min it will charge you as though you had been on the tower FOR THE FULL 5 HOURS. Costumer service is completely useless. I asked to speak to a supervisor (which even when they responded they were of no help) took them almost a FULL WEEK to get in contact with me. I had many costumer service reps tell me that they would contact me within 24-48 hours which is already crazy but I had the same conversation 4 different times over the course of the week and only on the last one did anything get done.

Worst customer service experience I ever had. The reviews are accurate. Spent over 10 hours on with customer service since they shut off my wife's phone in Italy (told her to delete her eSIM and it could only be reactivated by returning to the US). We bought an international sim. They billed us fully and then we got charged for international phone calls that we shouldn't have. And then they cut off my son studying abroad after 90 days though they promised they would not. Let for TMobile - no problems since then. Google needs to drop this service. TERRIBLE

Google FI SUCKS. I've been waiting over two months for a data only sim and they keep jerking me around, they are complete and total idiots and now I hate their guts because of this endless circular waste of time leading nowhere

LETS UNDERSTAND CLEARLY UPFRONT I DONT WRITE UNDO BAD REVIEWS PERIOD……..
I have record of recorded chat where I specifically asked if I could change bill due date the moment the bill generated! I get paid once a month! I was told to reach out after the bill came due then they could change my bill due date! I did that only to find out they lied unfortunately they cannot change bill due date!!!!! On top of that the account was set to suspend my services every month one day before I get paid subjecting me to service interruption, and possible fee! No thanks that tells me clearly you don’t want me as a customer when you start out lying, misleading, then cheating! It’s amazing every other carrier change bill due date except YOU!!!
SIMPLY AMAZING!!!👌🏾
Cancelled service straight away!
NOW YOU HAVE A WONDERFUL LIFE!

Don't waste money your protection plan . It's useless. They want you pay $99 to replacement phone and because you opted out they give credit for service you didn't use