Google Fi Wireless: cancellation problem

Collect

• Google account email
• Fi account number and transfer PIN
• final statements

Steps

1. To switch carriers, go to Account > Manage plan > Leave Google Fi, choose to transfer your number, then select "Get Transfer Info" under the "Cancellation pending" banner. Give the account number and PIN to the new carrier. Do not pause service during the transfer.

   OnlineFi app or website, Account > Manage plan (cancel, leave Fi, get transfer info) Sign-in required

2. To cancel without porting, go to Account > Manage plan > Cancel service and follow the on-screen steps.

   OnlineFi app or website, Account > Manage plan (cancel, leave Fi, get transfer info) Sign-in required

3. Pay any remaining device installment balance; it is due when the account closes. Check both final statements and expect any refund within 30 days after the second one.

4. If a refund does not arrive, contact support, then file an FCC complaint.

   FormContact Google Fi support (help center, after sign-in) Sign-in required

Facts you can cite

• Limit

  An unused Google Fi transfer PIN expires after 14 days. Fi service continues until the new carrier activates the number, and the transfer closes the Fi account.

  Source: support.google.com, verified 2026-10-12

• Policy

  If you financed a phone through Google Fi, the full balance is due when you close the account. You receive two final statements, and any eligible refund is issued within 30 days after the second statement; the full process can take up to 90 days. Service credits are not refundable.

  Source: support.google.com, verified 2026-10-12

• Policy

  On the Flexible plan, cancelling before the cycle ends gives a credit for the remaining days; on Unlimited plans, cancelling mid-cycle means you are charged the full cycle amount.

  Source: support.google.com, verified 2026-10-12

Rules in force

• FCC informal complaints against common carriers
  47 CFR 1.711 and 1.716-1.718 (Communications Act section 208)

  A consumer can file a written informal complaint with the FCC against a common carrier under section 208 of the Communications Act. The FCC forwards it to the carrier, which must respond in writing to the FCC with a copy to the complainant, by a due date the FCC may set. If the complaint is not resolved, the complainant has 6 months from the carrier's response to file a formal complaint that keeps the original filing date.

  Source: ecfr.gov, verified 2026-10-12

• Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements
  15 U.S.C. 8401-8405

  A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.

  Source: law.cornell.edu, verified 2026-10-12

  3 citable points

  • Policy

    Before obtaining the consumer's billing information, the seller must provide text that "clearly and conspicuously discloses all material terms of the transaction".

    Source: law.cornell.edu, verified 2026-10-12

  • Policy

    The seller must provide "simple mechanisms for a consumer to stop recurring charges" on the consumer's credit card, debit card, bank account or other financial account.

    Source: law.cornell.edu, verified 2026-10-12

  • Process

    A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.

    Source: law.cornell.edu, verified 2026-10-12

Rules not in force (do not cite)

• FTC "Click-to-Cancel" amendments to the Negative Option Rule (2024) Vacated
  16 CFR part 425 (2024 amendments, published November 15, 2024)

  Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).

  Not in force. Do not cite it as current law.

If that fails, escalate

Go up one step at a time. Keep the reference numbers and dates from each contact.

1. Customer service

   FormContact Google Fi support (help center, after sign-in) Sign-in required

2. Federal regulator

   RegulatorFederal Communications Commission, Consumer Complaint Center +1-888-225-5322

3. State agency

   Your state’s attorney general. Find it in the list of state agencies (also as JSON: states/<code>.json, for example states/ny.json).

Watch out

Related

• Cancellation problem at other companies
• Wireless carriers — how complaints work
• Google Fi Wireless: equipment return