Is Google Wallet doomed? As a Google fanboy I would have said emphatically "NO!" But the last few days has changed my mind about Google Wallet and perhaps all of Google.
I should begin by saying I have no financial difficulties. The card in question has tens of thousands in cash backing it up as well as tens of thousands more in a credit line I can access from that same card. Yet I received an email from Google Wallet on February 18th, 2015 which read in part, "There was a problem charging your Wallet account. Please contact your bank to resolve any issues and try again. If we do not hear from you within 24 hours, your order will be canceled." Since the charge was for my Google Play Music Unlimited account, I immediately called Google Wallet to resolve the issue. After some discussion during which I was told to "just run it again," I decided to get my bank involved.
I got my bank representative on the line and asked her to initiate a three-way call with Google which she was kind enough to do. After a short discussion it was agreed by all parties of the call that no charge from Google to any of my accounts had been declined for any reason. So the problem should have been solved except the Google representative indicated there was a problem with my Google Wallet account which required further investigation and that I would receive additional information in 24 to 48 hours.
Some sixty-odd hours later I still hadn't heard anything so I called Google Wallet again. And again. And again.
After receiving the email on February 19th, 2015 which began, "Your Google Play Music Unlimited subscription has been canceled," I lost patience. I'll admit I have been nasty, not cursing nasty, but very unpleasant. I have been told on several occasions I would be contacted in 24 to 48 hours. In the days since this issue arose I've received one email stating, "I've consulted our higher specialist regarding your concern." In all other cases I've called Google to try to get help. I have literally gotten into yelling matches with Google Wallet representatives who tell me there is nothing wrong with my account. I have listened to canned spiels ad nauseam trying to interject corrections ("Wait, that's not right...") to the point I have literally yelled "STOP" into the phone for several seconds until I finally got the representative to take a breath so I could correct erroneous statements. To me the scariest part is that the Google Wallet representatives only have a small bit of my records to which they can refer. For example, the subsequent Google Wallet representatives had no knowledge of the three-way call and continued to behave as though the issue was with my bank. One Google Wallet representative kept asking me what was the problem with my account, to which I could only reply, "That's why I called you."
Now I feel my best course of action is to warn potential Google Wallet users that to Google, "customer service" is a Google search term and nothing more. I can't believe the company which I admired has treated me so poorly. My wife who is an Apple fan-girl just smiles at my problems. I gave her grief when Apple got hacked, so I guess I can't expect sympathy. But I've got to say, she's never experienced problems of this magnitude from Apple customer service.
My Google Wallet account is unusable; my Google Play Music Unlimited subscription has been canceled. And none of this had anything to do with me or my bank. And there is no indication that it will ever be resolved. Yes, I've lost patience.
You might want to seriously rethink Google Wallet before you commit to using it.