Posted by William Charles on March 16, 2019
Misc

Published on March 16th, 2019 | by William Charles

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Google Fi Gift Card Promotion Issues

Last year Google Fi offered what was close to the deal of the year where you could get a full gift card rebate on a phone purchase up to $999. The promotion proved so popular that Google Fi had to scramble to change the offer terms. Since then most people have received the gift card and the best thing is that they can be redeemed at your own pace. Unfortunately the promotion did not run smoothly for everybody, some who participated in the deal are being denied the gift cards with Google claiming that the ported number was ineligible for the deal. In many cases this is despite Google Fi confirming that those numbers were eligible for the deal.

It looks to be predominately people with Google voice numbers that ported in that are being denied, in our original post we note that Google voice numbers were accepted as satisfactory numbers. If this issue is affecting you please let us know in the comments below, along with as much detail as you can share. The best discussion of this issue currently seems to be in the Google support forums.



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Frank
Frank

Is this all people who did Google Voice number or just those who made new accounts? IIRC the terms said something about the account needing to exist for multiple weeks before porting, meaning new GV accounts weren’t eligible

john d
john d

As you can see below, and at the following threads linked below, this is happening to people with documentably years old GV numbers. Furthermore, it is not simply a matter of submitting some documentation (from your google voice history or payment history or whatever) and them saying, sorry our automated system flagged your number as ineligible in error.

They have had lots of people submit their evidence and then they hem and haw and then you hear nothing back and from the few who have heard they are treating it as if they are “making an exception” like somehow the people broke the terms and it wasn’t a result of their tracking system making an error.

So in short, no, this is not an issue about people trying to scam by not reading the promo and using new GV numbers, it is about people with legitemately old GV numbers who have meticulously tracked the terms, followed the rules, been told they were eligible and “to wait” for 90 days and then got flagged ineligible.

During this entire time, they implemented a tracker that showed your status on the promo and mine and a lot of others showed green on the number port and then early this month they just started flipping to “ineligible”.

They didn’t learn anything about the ported numbers from the day of port to early march and should have flagged anyone with a real problem months ago.

But the simple fact is, they are flagging old numbers and for all we know some new ones slipped through. It is THAT badly mucked up.

https://support.google.com/fi/thread/643233
https://slickdeals.net/f/12372796-google-fi-users-buy-qualifying-pixel-moto-or-lg-phone-get-travel-gc-equal-value-w-device-activation?page=83#commentsBox
https://www.reddit.com/r/ProjectFi/comments/atnzs3/megathread_promotion_discussion/

john d
john d

See post 735949 above for an example of someone being told they were not eligible, getting RMA to return the phone and still getting the gift card anyway.

Unbelievable.

Alys Holden
Alys Holden

sometimes you win sometimes you lose

Nick
Nick

So that explains why I haven’t received the gift card yet. I ported in my google voice number that I’ve had for years. Are people being flat out denied with no possibility of receiving the gift card?

Santosh Purohit
Santosh Purohit

I ported 3 google voice numbers and I got all all the google fi credits and then also redeemed them successfully

Kai Peng
Kai Peng

I ported in my Google voice number and I received the gift card with no issue at all. Just FYI

Jeff
Jeff

Another DP of using a ported GV number and received my gift card a couple weeks ago

Albert
Albert

I also ported my google voice number and have also received the link to redeem gift cards.

Chris L
Chris L

I also ported in my Google voice number and received the gift card with no issue.

PhatMiles
PhatMiles

I ported 2 GV numbers that we had for years. Kept the service active on the Pixel since Dec 14. Got the GCs 2 weeks ago.

john d
john d

Nobody knows. Right now there are a lot of people with tickets submitted with documentation of the age of the ported number waiting for google’s promotion team to “examine” evidence. In the case of google voice ports this should take about a minute to verify.

In any case, if you haven’t got the card and have the promo tracker on your fi account (only can see it on the tab in a web browser) odds are you are now flagged “ineligible” where your number port previously showed a green check.

You will need to check your gmail account for call history or texts or something documenting the age of your google voice number and submit that with a ticket.

If you talk to customer service, expect every interaction to be as if you are dealing with a newborn baby. They will barely acknowledge that they know what account you are using to put the ticket in with. I’ve literally had them ask me for the “gmail associated with the account” from a ticket submitted INSIDE THE FI web support area while i was logged into my Fi account.

Then I called CS and spent 30 minutes explaining what happened and they said a “specialist” would email me asking for my documentation. The “specialist” essentially asked me to log into my account and look at the promotion tab to see why i had been flagged ineligible. This after 30 minutes explaining their error to them and this being the result of an escalated phone ticket.

Just get your documentation in and pray that enough bad publicity gets someone to pay attention because apparently the CS reps and specialists and “promotion” team people have zero authority to do anything but ask you more questions and ask you to wait…

Ramzy
Ramzy

I used a gv number and was perfectly fine. Sounds like users fudged up and are pissed about being caught gaming this promo.

john d
john d

No, no no and NO!. I used a google voice number that i ported my cell number to in 2015. I have the receipt for the port in. I have the call and text history on the google voice account showing it active until it was ported into Fi.
I had a green check on the promotion tracker for 2 plus months until around day 90 I asked where my GC was and got back an email saying literally “everything is fine you will get it soon”.
This is NOT about scammers, this is happening randomly to people who have proof and when presented with the evidence that should take about 2 seconds to examine. In my case they have spent about a week “examining” my evidence which consists of the transaction in my google pay history showing the phone number i ported, the date i PAID to port it to google voice and the google voice/gmail it was attached to. (not to mention my entire 3 plus year call and text history that is still sitting on the account)

How much examining do you think they need to do of their own internal documents?

I’m sure some people tried to game the promo but honestly you’re not helping those of us who are being given the runaround by google by spouting nonsense.

I’m sure there are idiots out there who tried to scam google with new numbers and those people won’t have documentation of the age of the number. The rest of us who do, don’t really need you defending google when because you “think” that we’re dumb enough to think everyone affected by this is a scammer that cant’ read the terms and conditions of an offer and follow them.

I would appreciate all of you writing this off to scammers giving some thought to the fact that people who have older numbers have documentation. The issue is that google isn’t admitting error when they have done this even when people submit proof from google’s own systems to them.

AD
AD

Go to reddit.com/r/ProjectFi sometime. Or don’t. Do what you feel. Including jumping to conclusions.

Roger
Roger

It’s related to people who ported in a number from a different email account under their ownership. In my case, I had used the number since 2014 and was just now declared ineligible. I have sent proof of ownership and account age to the specialist team twice, but they are extremely slow to respond and for some sounds like they are offering Fi credit for their mistake, not the gift cards. This is absolutely not us trying g to scam Google. This is Google trying to commit fraud against us.

Sayan Ghosh
Sayan Ghosh

NO! There are a ton of people using google voice numbers they owned, I owned my since October 2012. Till 95th day I was shown in the status page that all was okay. All of a sudden my transferred number was flagged as ineligible. My status is same as others right now.. a so called ‘specialist’ is reviewing my case..

Bruce
Bruce

Thank you for posting this William. I can attest to not receiving one of my gift cards. Signed up my wife and I who both ported Google voice numbers that were created years ago. I received my gift card, but my wife was denied. Google claimed the number she ported was not eligible. I had even contacted Google support in December to confirm the number I ported was eligible and they told me everything was fine. The number had been active for over 3 years. I attempted to contact Google support multiple times, but they keep telling me a promotion specialist will reach out to me. This has yet to happen and its been over a week.

Numerous people on Slickdeals are reporting the same issue. Some of them have reported being contacted by the promotions department, but they still are still being denied. Some were still denied even after providing proof to Google the ported numbers were eligible. There are two reports of people porting from Freedompop and Republic Wireless also being denied, so it doesn’t seem limited to Google voice numbers.

Google Fi has the WORST customer support I have ever experienced. I never imagined a company as large as Google pulling a stunt like this. Its pure fraud. I encourage anyone who was affected to file complaints with whatever consumer protection agency you know of, including the BBB and your State Attorney General’s office.

MSer
MSer

Google has horrific customer service no matter what sort of customer you are. They never properly staff any of their businesses and it’s always half-assed cluster trying to fix anything remotely out of the ordinary. Little wonder so many of their businesses get killed off due to poor performance

Sevillada
Sevillada

Agree. Google CS is horrible, same for play store issues. I gave up on one because it’s a waste of time

James B.

These days even the big players do not always honor on their word. I had issues with AT&T charging me $99 for the free installation of internet. After more than a dozen phone calls and 3 support tickets they finally reversed the $99 fee.

I also had an issue with getting a small refund of about $30 from American Airlines on a canceled reward flight. After hours on hold and several online requests I let that charge pass because of the time involved.

Frank

For ATT hit their twitter team — I had similar issues and the twitter team handled it (service is choppy so it’ll take a full day or 2 to be handled but they get it done unlike the call centers which just say “no”)

JT
JT

I can confirm my Republic Wireless number active for four years is having the same issue.

parrothead
parrothead

I ported from Verizon and got mine February 21st for reference for those that have not received theirs

Ivan
Ivan

No card,sent, even if I was a current customer and still I am. I purchased a Pixel 3XL and activated on my existing account. I have email confirming eligibility.

FreeIsGood
FreeIsGood

Have they actually denied you? I got finally a card last week, which was like 3 weeks after others reported getting their promo.

G
G

I ported in my Google Voice number and have received the link to the gift card. I guess it should be fine as long as you get the link, but any DP about the link being deactivated?

king
king

yes even i ported from google voice number and got the gift card with the link. Hopefully it wouldnt affect it.

john d
john d

I’ve been following this on slickdeals, googles forums and reddit and the only issue I have seen about the people who got their gift card links is that hotels.com cards don’t always show their balance online. However the people say that if you use their phone line to check the balance the cards are usually okay or their CS will help you use it.

If you got the link and finish your 120 days you should be fine based on what is being reported so far anyway.

J
J

Doc, thanks for posting this. I am one of the people who got denied due to the “ineligible” ported in number, although my google voice number has been active since 2012.

Tom
Tom

For people that are running into this – when did you activate your service? I received my card almost exactly 90 days after activation.

I used an old Google Voice account as noted in the OP, and I still received my gift card.

mastervk
mastervk

I ported my old google voice number and i have received $1000 GC last week .

nonimmigranth1b
nonimmigranth1b

I ported the google voice number and got the link for gift card. I have already redeemed the $900 in southwest airlines gift card.

Ken
Ken

I ported my number that was a real phone initially but moved it to Google voice but I did have it for several years worked for the bonus and received my bonus for $999

David Anto
David Anto

My experience with Google’s support is kind of all over the place.

First they sent out confirmation back in December that I’m eligible for price protection, since I had bought my phone during BlackFriday, and I would receive the gift card on fulfilling the T&C.

Later in Feb 1s week, I got an email saying that I would receive service credits for the promotion. But when I escalated it then I was told that I’m not eligible as I bought during BlackFriday promo. Then after multiple followups, they said I will receive only difference of the amount between my Blackfriday discount and travel card promo and that also only as service credits even if I had been promised Travel card back in December.

So in the end this promo was like you either take the service credits or just leave the whole thing and they also agreed that there support had provided wrong information back in December about gift card being provided.

So to sum it up, for those who got without any issues its great! but there are tons of people who had issues and denials that makes the whole Google promotion looks such a disaster.

Dissatisfied
Dissatisfied

I had exactly the same experience. In the end, I decided to cut my losses and sold the phone before the its value dropped too much (forfeiting the service credit). I switched to a different phone on a different carrier, and am much happier now.

The service credits are not worth suffering through Google’s atrocious outsourced customer support where you have to wait in line for 2 hours through their online chat before you get a response, only to have the agent end the chat (while you’re typing out the problem) if you don’t hit “Send” in the first 10 seconds.

Jason
Jason

I’m having this issue now. I’m waiting on 3rd round of email correspondence and not sure if it will be resolved. I’m angry

Krish
Krish

I ported google voice number and got the GC and no issues

CB
CB

Interesting. Did you pay $3 to have the number unlocked for transfer? Trying to understand why some of us were eligible and others weren’t. In my case my Google Voice number was ~4 years old and the promo status page initially marked the transfer as eligible. After 90 days though they updated the page to say the number was ineligible

john d
john d

There is no rhyme or reason. Read this thread at slickdeals to see the variations. It’s old GV numbers, some freedompop and others and the general pattern was green check changing to “ineligible” in early march.

It’s not a matter of eligible or not. You were and are eligible and need to submit your documentation. They have somehow screwed up the flagging of the number age and have reversed it for some people already but most people haven’t heard anything.

https://slickdeals.net/f/12372796-google-fi-users-buy-qualifying-pixel-moto-or-lg-phone-get-travel-gc-equal-value-w-device-activation?page=83#commentsBox

Roger
Roger

I paid the $3 to transfer, think the majority of issues related to people who ported in from a secondary google voice account, so their automatic system says the Google voice account was just created. Google doesn’t seem to want to read my emails with screenshots proving age and ownership. Also sounds like they ran out of budget and are trying to give Fi credit instead of the gift cards to those people that have been wronged up to this point.

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