How to get in touch with google workspace billing team for wrong charge

[Sunnie]

Hi,

My organization started to use Google workspace in 2020. 

We transferred our domain and service to a google workspace reseller in Nov 2021, and cancel the plan with Google in Dec 2021. We are charged for a large cancellation fee in Jan 2022. The payment request was declined by the bank.

 My question is:

We are still using Google workspace for our domain which has been used since 2020. Now we are getting the service through the reseller, just not with Google directly. When I was still able to create a case in customer care portal, the support person admitted that we should be able to claim a credit from the billing team. The person also said she would transfer my case to the billing team. However, I never received an update in the portal after that. And I could not create a new case in the portal any more.

The payment request was declined by the bank, so we don't have any loss right now. But I want to get a confirmation from the billing team that we don't need to pay for this amount. I can just close the card and the account, but I don't want to receive a letter from collection agency later.

The only phone number  available online  is +1-855-720-6978. It is for sales team. It also has an option for technical support, but it continually asks for a PIN generated within the past hour. I don't have it.....

I also submitted the online inquiry form at https://workspace.google.com/contact-form/. No one contacted me back. 

Any related information will be helpful. Thanks!

[KAM]

@Sunnie 

Sounds like you had annual commits you are contractually bound for your reseller didn't do the transfer to their umbrella correctly?  Have you asked your reseller to escalate this?  -KAM

[Sunnie]

Hi, Kam!

Can you explain it a little bit more? What do you mean by not transferring to their umbrella correctly?

Our main domain is like A.com. After transferring this main domain to the reseller in Nov 2021, the domain that left with my google admin account turns to A1.com.  I cancelled the subscription in Dec 2021. Is it related to your question?

If it is not transferred correctly, is it possible  to get help from the reseller to ask Google billing team to reverse the charge?

[StephenHind]

@Sunnie 

Our main domain is like A.com. After transferring this main domain to the reseller in Nov 2021, the domain that left with my google admin account turns to A1.com.

That immediately sounds suspicious: if the reseller transferred your existing Google Workspace then the domain would not have changed: did the reseller also perform a migration too? If the reseller performed a migration did the reseller charge for the migration?

This suggests the reseller signed you up for a new Google Workspace account instead of transferring your existing account.

[KAM]

Hi @Sunnie,

I agree with @StephenHind.  It sounds like you had a contract with Google for a workspace account that was billed with an annual commit (or longer).  You then signed up with a reseller who did not transfer that account but rather set you up with a second contract.  This leaves you with TWO contracts both in force and you then terminated one of them early leaving you with penalties/commitments from Contract #1. 

From this limited information, it sounds like Google will have a legitimate claim on the monies owed and you should immediately look at what instructions the reseller told you and look to them to make you whole.  I don't think Google made an error, I think your reseller did.  But it might also be they did a bad job of explaining things and your company will be on the hook for both contracts.  Sorry, don't want to sugar coat it.

-KAM