Google Fi accounts being suspended in wake of extremely bizarre problem
Despite jumping though all the hoops, their applications to re-verify their identity get rejected. All of the users have received the same automated rejection email that states that they need to provide either a “certificate of incorporation for PNC” or “articles of incorporation for PNC” to Google.
The problem is, these users don’t have or haven’t had a bank account with PNC for years. As such, they are unable to provide the requested documents. Furthermore, if they are able to get a hold of a human customer service representative, their issue keeps getting escalated but never resolved.This, ultimately, leads to their Google Fi plans being suspended due to a failure to pay their bills on time.
Google Fi mainly uses the T-Mobile network. | Image credit — T-Mobile
This is, of course, absolutely unacceptable. Access to the internet or cellular services aren’t things that can just be snatched away in today’s world, and Google of all companies should know that. This, in my opinion, makes Google Fi’s competitors’ controversies in recent months seem trivial by comparison. Price hikes at T-Mobile or dissatisfaction with the T-Life app is preferable to the headache that Google Fi is giving these customers.
Fortunately, as there have now been multiple reports on this issue, Google will hopefully take notice and address the problem immediately. The affected customers should also be awarded something to make up for the hours that they’ve wasted trying to get this fixed.
Judging by the posts linked above, these customers are understandably very frustrated, and one person has already switched carriers. And with T-Mobile’s new price lock guarantees and internet plans, I wouldn’t fault the others for looking elsewhere after this fiasco.
