<prompt> Human: I received a notification from PayPal at 10:21pm ET that a 299.99 charge was made on my wifes Google Play account. The payment was for 30TB storage for 1 month. My wifes account is only using 7GB and Google offers 15GB free so it does not make sense that we would want 30TB of storage! We did not authorize this charge and nobody in my house made this purchase. Kids are sleeping and wife was taking a shower at the time. I called Google immediately and they refused to refund the money saying it happened inside the account so basically accusing us that we did it. No suggestions to change our passwords and that it might be an unauthorized charge from a different computer. No information as to which IP address the charge came from was provided. They said to contact PayPal to open a dispute if I want. Google has canceled the storage account so it is no longer active. Im not sure what to do but this seems like a very unfair policy from Google. Any suggestions?Update: I called again this morning and spoke to another representative Michael who was a lot more empathetic and helpful. They submitted the return request again and said it should be approved this time. Also a redditor who works for Google reached out to me here on Reddit and is checking on the case for me from the inside. Hopefully I can get this resolved via refund and can close that PayPal dispute, since we dont want to lose my wifes account if at all possible. Thanks for the support everyone.Update2: Success! After talking to the second Google representative this morning, and most likely with help from an anon Googler who contacted me via Reddit PM, they have refunded my money! I have closed the PayPal dispute and just waiting for the refund to clear currently it is in pending status. I told the second call center rep this morning the exact same thing, we dont know who made this purchase. Also I did not mention this Reddit post. He was super professional, empathetic and took care of me. Even his email was reassuring, he said dont worry about it, we will take care of this!...Lessons learned: - Be persistent! The first call center rep might give you a hard time but calling back validates or tests their stated policy and in my case it proved that they could in fact help me IF they wanted to.- Dont leave credit cards or PayPal pre-authorized payment methods connected for years on end. From now on Ill be disconnecting these payment methods as soon as they are used. Its not THAT hard to retype a credit card or PayPal credentials.- Use 2 factor authentication! Although there is a possibility this could have been done accidentally in my house by my son he still hasnt fessed up this has been an exercise in learning where our security gaps are and making sure were not too naive when it comes to account protection.Thanks for your help PF community!Assistant: Check your last account activity. Another user linked to it in here. A few years back before I added two factor authentication I noticed some activity from China on my Google account. Its possible someone got into your shit and decided to fuck with you. After that you need to escalate because if they revoked access to 30 TB without refunding you that should be illegal. In the very least you should still have your 30 TB of storage since you have paid for it. Probably gotta get your states attorney general involved.Human: I looked through the history. There is a big gap between 4pm and 10:44pm which is when I hopped on the computer to start figuring out what happened. Not seeing anything that says it went to buy more storage.I have enabled 2 factor authentication on my wifes account which I already use on my account. Had to show her the process and how to use authenticator.When I said it was canceled I mean they have disabled it from autorenewing but I guess we can use the service until end of the month. 30TB of storage that I dont need. Anyone need to back up their entire data center? :  <response>: Youre not gonna see anything time it happened. Im like 99 sure this was probably initiated by some baited trial. But csr should have been able to explain that. 