The moment Toyin Kayode, a resident of Ogun State, noticed that Google Play Store had deducted N40,500 from her Zenith Bank account for an unauthorised subscription on December 26, she cancelled the order.
More than three weeks later, Google Play has not refunded the money debited for the paid version of InVideo AI: Video Generator.
Kayode told FIJ that she had first subscribed for the Google Play product on November 27, but it was supposed to be just a one-month subscription.
Apart from the fact that she did not authorise the deduction from Google Play, Kayode’s bank account was debited a day before the subscription’s expiry date.
The debited sum
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The cancelled order after she noticed the deduction
The Ogun resident reached out to Google and InVideo after cancelling the subscription, but she has been unable to recoup the money since then.
Some screenshots obtained by FIJ show that Kayode sent emails and completed forms while reporting the unauthorised subscription to Google on December 27 and January 4.
In response to one of her complaints, Google Play told her that investigating an unauthorised purchase usually takes seven days.
Complaints to Google.
A response from Google.
For purchases on users’ cards or other payment methods that they did not make, Google Play refund policies mandate affected persons to report these unauthorised charges within 120 days of the transaction.
Considering that Kayode reported the N40,500 charge less than a week after it was deducted, she believed that the refund process should not have taken so long, especially since Google had indicated that the investigation would take a week.
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She noted that she was supposed to use the money to get medications at the time, but the delay forced her to look for other means to cover the expense.
In response to FIJ’s email sent on Thursday, InVideo’s support team wrote: “They can reach out to Google Play Store as purchases made from Google Play Store are managed by them directly and not by us.”
FIJ emailed Google Play on Thursday, but no response has been received at press time.
The post 3 Weeks After Ogun Resident Cancelled ‘Unauthorised’ Purchase, Google Play Yet to Refund Her N40,500 appeared first on Foundation For Investigative Journalism.