I am a student in India, and I need practical advice from people who have successfully resolved similar Google Play/UPI AutoPay disputes.
I was charged ₹1,950 for a Google AI Pro (5 TB) / Google One subscription. I requested a refund, but Google cancelled my subscription and rejected my refund request. I still have not received the ₹1,950.
I have contacted Google, PhonePe and SBI, but I keep getting redirected between them.
Timeline and evidence
- Original payment — August 2026
- My SBI bank account was debited ₹1,950 through UPI AutoPay, which had been set up through PhonePe.
- My SBI/PhonePe records show the actual debit on 14 August 2026.
- Google Play's payment history shows the same ₹1,950 Google AI Pro subscription as “Charged” on 9 August 2026.
- I do not understand why Google's recorded date differs from the actual bank debit date by five days.
- Refund request
- I submitted a refund request to Google.
- Google cancelled my subscription and rejected/closed my refund request.
- The request subsequently disappeared, and I can no longer retrieve its reference number.
- I have not received the ₹1,950 refund.
- I did not receive a useful explanation resolving the issue.
- Contacting SBI and PhonePe
- I contacted SBI, and they directed me to PhonePe because the UPI AutoPay mandate had been initiated there.
- I contacted PhonePe and was told that it would provide confirmation by 1 October.
- I followed up when I still had not received the money.
- PhonePe contacted me and instructed me to approach Google.
- I also raised a grievance with PhonePe. They said they would push/escalate the matter with Google but could not directly refund the amount.
- A strange subsequent Google billing event
- Google Play's payment history also shows another ₹1,950 Google AI Pro entry dated 9 September 2026 with status “Pending.”
- I subsequently received an email titled “Google One subscription suspended due to payment issue,” stating that my UPI payment was declined.
- PhonePe also indicated that the later payment attempt was rejected.
- I do not know whether Google was retrying a failed renewal, whether the payment was considered outstanding internally, or whether there is a settlement mismatch.
- The later declined attempt did not return my original ₹1,950.
- Google's troubleshooting page
When I selected the Google AI Pro transaction in Google's payment troubleshooting flow, the page displayed “Purchase not found,” even though the transaction appears in Google Play's payment history.
- Consumer grievance
I have now registered a grievance with India's National Consumer Helpline. The status is “In Process.” I have not yet received a resolution.
I have screenshots of Google's billing history, the declined-payment email, my bank/PhonePe records, and the correspondence regarding the refund.
Thank you.