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My Google Play account was hacked and used to purchase digital goods (coins used in the Lineage W game) for almost £500 and this is where my nightmare started. The digital goods were purchased from South Korea (it is registered in the Activity log in my Google Pay account) I reported this cybercrime to Police Scotland and started the procedure of reporting fraudulent charges to my account with Google Play. I tried to contact customer service at Google using a phone number provided by O2 (my mobile carrier), but unfortunately, no one was responding, so then I tried to use the live chat. Calling this chat "live" is tremendously misleading since you get yourself into an extremely frustrating loop of chat with a bot. I then contacted Google customer service via e-mail and frankly, I do suspect that yet again I got some automatic replies from bots, which pointed me to an online form and this is where real distress started. The £500 fraudulent charges were split between 145 transactions, which I had to report individually- filling in 147 individual forms! Providing my contact details, the reason for reporting the charges (for which Google allowed barely over 100 characters) and my all-time favourite CORRELATION ID, which I meant to get from my mobile carrier O2 and according to Google, the correlation ID: "is a combination of numbers that always starts with the letter "g". For example, g**************. Depending on your carrier, the format and number of numbers may look different". I could not submit the forms without the correlation ID, so I went to O2 to help me- I was told that they cannot provide me with the correlation ID because simply don't have that in their system! And they sent me back to Google. I found a post on some forum where it was suggested to use the TRANSACTION ID, which can be found in the Activity Log in Google Pay. So I tried to submit one form using the transaction ID and of course, because of the format of this ID, the system did not let me submit the form! I would like to add at this point that extracting the transaction ID from the Activity Log was a nightmare. There is no summary table that could be simply exported e.g. as a CSV file. No, you have to click on each individual transaction, then a wee pop-up window shows up, you scroll down in this pop-up window, you highlight the number and you copy and paste that e.g. to an Excel file. That also applies to any other details, e.g. date of the transaction, name of the item purchased and the actual charges. So… every piece of information is extracted individually! And to make it even harder, if the name of the transaction is the same, which was true in my case- literally, every single transaction is called "Diamond x[…] (Lineage W)"- I have 147 transactions, each called the same- so I had to develop my own "scrolling system" to keep track on the transactions that I already registered into my Excel spreadsheet. I was advised by O2 to use the transaction ID which I found in the Activity Log but in a different format! As extracting all these numbers was not already time-consuming, now they asked me to edit them. I knew how to automate that in Excel- but when I was doing that, I was wondering how any person who is not Excel literate could deal with the task. That is an example of transaction ID: "GPA. 3382-3523-7142-*******" the recommendation was to remove all dots and dashes from this ID. I did format the transaction ID as advised and as a trial run, I submitted one form and the form went through! I got encouraged by this success, so I decided to fill in the forms for the rest of the transactions and it seems that it is absolutely fine by Google to charge me 147 times, but it is not fine to submit all those forms in one go to Google- they blocked me around halfway through and I had to wait until next day to finish filling and submitting these forms. I waited a week or so just to learn that Google did not see anything suspicious in purchasing 147 coins for a game I never had on my mobile phone or making the purchase from South Korea while I am based in Scotland and they simply rejected my claim. I never received a word of explanation other than Google did not recognise these transactions as fraudulent. I don't know if they did not recognise these transactions as fraudulent because I did not provide the correct correlation ID (frankly I just fabricated that as by 02 recommendations). I don't know I probably I will never learn that and I will not get my stolen money back.
These £500 did not ruin me- but that could be a very hard hit to someone financially disadvantaged. I had the skill to compile the Excel spreadsheet and do the edits to the transaction ID and I still felt frustrated and extremely stressed- what happened with Googleyness?- what if the person was not computer literate or didn't have access to a computer at all- and had to fill 147 forms using their mobile phone or write the details on a piece of paper to then transcribe that.

I am not bitter because someone hacked my account, or that 02 and Google charged my account and froze £500 from my bank account- I am bitter because of the convoluted impossible process and a total waste of my time.

If I could give Google Play 0 stars I would. It is an awful "service" and I think people should be very wary when dealing with them.

On 22/04/2022 I checked my mobile bill for April with my provider (EE) to see that I had accumulated £238.40 in third party charges (36 separate payments between 7.22 am & 7.38 am on 31/03/2022). I traced the charges back to Google Play and discovered that on 31/03/2022 these payments had been charged to my mobile bill without my knowledge and authorisation. They were all for something called 'Diamond x1200' or 'Diamond x 400' and ranged between £2.07 & £6.89. I've very rarely brought anything from Google Play and when I have, it's always been with my bank card so my initial reaction was that this had to be a mistake on their part.
Having to search how to contact them regarding this, I found out that the only thing I could do was to fill out a form to Google Play reporting the unauthorised charges. They do not have a phone, email, or address where you can talk to a real person which I found utterly ridiculous.
After filling out this form I still felt better as to me it seemed pretty obvious there had been suspicious activity going on. In my naivety (as something like this has never happened to me before) I decided to wait for their response before taking any further action.
On 25/04/2022 I checked my account with EE again to see if there had been amendments to the charges I owed (stupidly thinking Google Play would have rectified the situation) when I noticed a message telling me that my next bill for May was going to be higher than usual. I discovered that another £234.71 had been charged in third party charges to my EE bill. This time there were 12 payments between £6.90 & £20.71 (again, all within a matter of minutes) meaning that I now allegedly owe EE £473.11 along with my regular contract bills.
Realising I should have done this the first time around, I logged into Google straight away and found out how to add the 2 step verification process. I also discovered that an unknown device had access to my account on both the 31/03/2022 and 25/04/2022 when these charges had been made, now making this a fraudulent situation. I kicked this device out of my Google account; changed my password and again reported the charges as unauthorised. Not only is the 'report unauthorised charges' form the one way you can "contact" Google Play, but they also provide you with a very limited amount of characters to submit your full account. Despite this, I told them that an unauthorised device had access to my account on the day these purchases had been made and that I did not authorise any of them. I did not even receive emailed confirmation of these charges like I have done when making those rare purchases in the past.
On the 7th day of the 7-day window, Google gives to get back to you. They decided that they could not verify my first claim (31/03/2022) and that if I wanted to take the matter further I would have to contact my financial provider. I got the same response again on day 7 for my second claim (25/04/2022). They do not allow you to either respond or appeal this decision and essentially wipe their hands off the whole situation. I find it very hard to believe that Google even conducted an investigation into this and just give a standard/automated response to claiming fraudulent activity.
When conducting my own research, I discovered that 'Diamond x1200' and 'Diamond x 400' are virtual coins for a South Korean game called 'Lineage W' (which I neither own nor have heard of) and that it is the subject of a very common scam.
I contacted EE, as instructed by Google Play, but they are also refusing all responsibility and I have now reported this to agencies that deal with fraud. I have removed all forms of payment from my Google account including the option to add purchases to my phone bill which I did not give my permission for in the first place and I would encourage anyone who sees this to secure their Google account as soon as possible and to remove the option to allow third parties to add charges to their mobile accounts.

Google (Play) seem to care very little about their customers (care, service, and experience) and not only make it extremely hard to navigate their website/app but also to contact them.
I am convinced due to the robotic nature of their "responses" there is little to no human interaction or understanding.

So my boyfriend was browsing the playstore and decided he wants some new emojis on his phone. So he downloads this app with lots of great pictures and reviews from the super secure google play store that has things like our credit card info for subscriptions and app purchases cause no worries google play has security right. I mean they would never have my information on the app and allow me to download apps that were not checked for security breaches to their customers. Well guess what ladies and gentle men something slipped through the damn cracks and now I'm wondering how many more breaches their are. My boyfriend downloaded the Emoji Home app and this lovely app from the "secured GOOGLE PLAYSTORE" downloaded two other apps as well called market and personalized. The app also stays running in the background even after you force it to stop and took 361mb worth of space on his phone. Not only that this damn emoji app changes your settings rendering you unable to uninstall it by pressing on the app or going through settings and it then changes all the settings on your phone causing your phone to act crazy while also draining your battery. We were only able to uninstall it by finding the emoji home app on the google play store and hitting uninstall that way which uninstalled all three apps and set his phone settings and screen back to normal. Upon further inspection of the app in the play store I noticed that we were unable to leave a review this was a big red flag that means the hundreds of reviews are fake also their is no developer just and email address *******@gmail.com. So how many other apps are like this on the damn security efficient google play store which has my credit card information. Where the hell is the damn vetting process from Google or can any hacker throw an app on the store to steal from consumers and monitor their phones. My boyfriend started to send an angry email to the developer email address but who knows what they can do to him if he does now that we dont know what or if any information may have been retrieved from his phone because of this app. Google needs to explain! Last but not least their are several reviews about this app with people telling each other how to uninstall the app and they have been talking about this app since june of 2018 and google play still has is in the playstore a year later?! Come on man are they getting paid to help people steal our information?. I'm not even a hacker and I put all this together how cant google find a breach?! I am calling for an immediate overhaul of their vetting process. How do you endorse apps that dont allow honest reviews and is anyone doing follow up checks on these apps to ensure they didnt operate one way to be in the playstore then change up development later. I expect better and I'm sure all other google play store users agree.

There is a new game on Google Play. It is called "Bowling by Jason Belmonte". It is suppose to be a true life bowling game, but it leaves a lot to be desired. It does have addiction power. I cannot figure out what it is that keeps me going back for more torture. First of all the game is full of bugs, that do not seem to ever get fixed. The developer says the game is Beta, but I think that is just a way of saying. The bugs are there, just live with it. The game does not qualify as a beta product because the developer has inside sales, so he cannot call the game beta, as he is making money off of it. The game consists of a practice area. No charge and no advancement. The second area is called One on One. This is competition between you and one other person. There are several different rooms with different oil patterns. They are also ranked, but nobody pays much attention to that. The game will quite often pair you up with another player who may be 20 to 30 times higher than you are. You have no ability to say no to any player you are paired. You either play with them or take a loss. (costs big money to lose) Now, you would think that higher skilled players would not be able to enter lower skilled areas, but they can and do. The lower skilled player has no ability to stop this. The whole thing is geared to attempt to get you to lose all your coins, thereby having to go buy more coins if you want to continue to play in the competition rooms. The ranking system is all messed up. Rank has nothing to do with your skill. My player is ranked at rank 63. That is very high. But my average is only 45... that is very low. If there is no player to match you up with you will matched up with a very low skilled bot, thereby actually raising your rank artificially high. Another irritating feature is you have to wait for you competitor to bowl before you can continue to bowl. Now, you would think, well of course, but no it is a computer program and the programmer can allow things to happen in the background while other things are progressing. So, the game is very slow and some players are much slower than normal. Programs today are no longer linear. The do not proceed down a lane in single file, They have objects, which are just pieces of code in a group that produces a certain outcome, or maybe calculation that will be used by some other object.

So, in conclusion I am not going tell you that you should play or not play this game. It is up to you, I find it very frustrating and irritating and it is not fun,, at least for me it is not.

Has a Lot of Classic Tunes going on, Great Stuff!

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