Google support doesn't respond

[User6970]

I have been trying for weeks to get help. Our company has a GCS account that was created for us by a provider. We want to take control of the billing account and they said to contact Google. Google makes contact difficult and frustrating, to say the least.

Google Cloud Support acknowledges my request via email and asks for further information. Every time I've provided that, they've stopped responding. Eventually, I get an automated email that there has been no activity and the ticket will be closed. I respond to that and nothing happens. All the sent messages are in my "Sent" folder.

There is something wrong with Google's system, since it never registers any of my responses. I've tried to find some way to chat or call Google but it's impossible.

[Marramirez]

Hi @User6970,

Welcome to the Google Cloud Community!

I would highly suggest for you to contact your provider in giving you access permissions for Cloud Billing Accounts. You can read more about Cloud Billing access control and permissions.

In granting access to Cloud Billing, you can set up an IAM policy at the organizational level, Cloud Billing level, and/or the project level. You can read more about Cloud Billing Access.

If you still want, you can still contact Cloud Billing Support.

Let me know if it helped, thanks!

[User6970]

Thanks @Marramirez . I can try asking the provider again but their solution has been for us to contact Google.

Cloud Billing Support cannot or will not respond, as a result of the problem with Google's system. As I mentioned, my e-mails are ignored by the system and eventually, I get a message that the ticket is going to be closed because I "didn't respond" (which is false).

[User6970]

Once again, the problem that Google Cloud Support does not answer my replies is solely Google's responsibility. I don't receive and rejection / error notices from the e-mail server, which suggests that the e-mails are being received. I've tried to notify Google of the problem but they never responded. Is there another way to alert Google?

[kamrulschowdhur]

I hope there was a solution because I am facing the same issue for weeks and they do not respond. 

[AnneW]

Anyone come up with anything?  We have a business critical issue -  we are relying on google to provide data between two locations to calculate travel distances and times for a payroll process.  We have a paid up google account to provide this service, and have been running the process via APIs for over 3 years.  Now they keep blocking our account but when we try to follow up what is suddenly wrong with the way we use their service we get absolutely no response no matter what channel we try.   HELP!!

[User6970]

No. Google doesn't care and never helped.

[AndrewB]

Hi - I can escalate your case. Can you email me your case details to this address: gc-customer-community @ Google com. 

[DanPlayPad]

I have the same issue from 6th december 2024... I dont have any answer from google... and I still wait for a answer from google community... my business is almost dy because of the same issue...