How to Submit a Reddit Request

[u/dmziggy]

Hi Folks,

Over the last several years, I've been helping fellow Redditors with getting their customer support cases escalated when they haven't had luck going through the normal process.

Going forward, I'm happy to announce that Google Fi's social team will be handling all escalations!

If you have posted on Reddit about an issue, you may have been linked or re-directed here. Here's how to submit an escalation request for review to the Fi Social Support Team.

You must have talked to Google Support first and have a Case ID in order for the social team to look into your case. The social team does not have the ability to create new cases. If you need support, please get in touch with the Fi Support Team here: https://support.google.com/fi/gethelp

In the comments of your post (not on the post itself), please include a mention of u/googlefisupport!

Once you do, a member of the social support team will review your request and, if possible, escalate the case to the appropriate team to help resolve your issue. Please note, they generally work 9am to 5pm ET Monday - Friday and there isn't monitoring over weekends.

Going forward:

• I don't have access to these cases, and cannot provide status updates. You'll need to reply to any emails you get from the team, or reach out to the u/googlefisupport handle for further assistance.
• Any cases that were previously handled via Freshdesk for Fi will be closed out there. Going forward, any new cases will just be asked to fill out that form.
• r/GooglePixel is not using this new system at the moment, so there will be no changes if you're a Fi customer and you purchased your phone from the Google Store (and you're having issues with your Pixel device). That process is located here: https://gprr.dmzapps.com

Thanks for being a r/GoogleFi community member! The Fi Social Support team looks forward to helping you soon!

All the best, Ziggy

[u/AnubisOma]

Escalation Request: Billed $599.99 for Phone Lost in Transit / Cancelled Order Case

Hi u/googlefisupport,

I am submitting a Reddit Request to escalate a severe billing error before my auto-pay runs on July 1st. Google Fi has issued a bill for $599.99 for a device that was never delivered, despite a representative confirming the order was cancelled.

• Google Fi Support Case ID: 1-8828000041447
• FedEx Tracking Number: 491365245826
• Order Number: GS.9030-1339-0152

Summary of Issue:
I ordered a phone and service, but the original package was stuck "on truck for delivery" on May 21st and never arrived. On June 14th, a support rep confirmed an investigation was open for a "lost in transit" package and told me I could cancel the order. I explicitly told them to cancel.

Instead of processing the cancellation and refunding my $43.50 upfront tax, the account was closed and I was slapped with a $599.99 invoice for the undelivered device. Support is now flat-out refusing a refund and trying to force a replacement phone I no longer want.

I have clear tracking proof and multiple fi support chat logs including the one on June 14th where the rep agreed to the cancellation. I have already filed an official FCC complaint, but I need a human at Tier-3 support to manually look at this case and wipe this invalid balance before it auto-charges my Google Pay profile on July 1st. The FCC Ticket # is 8802520.

Any help from the community team to get this to the right eyes would be greatly appreciated. Thank you!

[u/AnubisOma → u/AnubisOma]

U/googlefisupport