To the Google Antigravity and Google One teams,
I am a user in South Korea who has paid for Google AI Pro. I am formally raising a complaint about the prolonged restriction on my access to Antigravity and Gemini Code Assist, the lack of a substantive response to my appeal, and the cancellation of my Google AI Pro subscription without a separate notice or explanation following my refund request.
I have been unable to use Antigravity and Gemini Code Assist since approximately May 2026. I submitted an appeal through the “Submit appeal” option displayed in Antigravity and contacted Google multiple times about the issue. However, I still have not received a substantive response explaining the specific grounds for the restriction, the status of my appeal, whether access can be restored, or the expected resolution timeline.
On September 9, 2026, I contacted Google One support directly. I was told that the restriction was related to a Terms of Service violation, but the support team could not identify the specific violation or remove the restriction. I therefore requested a refund. On September 10, I received an interim message stating that my refund request was under internal review.
However, I subsequently found that my Google AI Pro subscription had been canceled without a separate advance notice or explanation of that action. In contrast, I have not received any specific information about whether my refund has been approved, which payments and amounts it covers, whether it has actually been processed, the refund method, or the expected date of receipt.
At present, the only action I can confirm is the cancellation of my subscription. I have not even received a clear explanation of whether this means that future renewal has been disabled, that my current paid access has ended, or that the cancellation was carried out as part of the refund process.
Subscription cancellation and a refund are separate matters that require separate explanations. Canceling a subscription without communicating the outcome and timeline of the requested refund is not an adequate response or resolution. Nor should the cancellation be treated as resolving or closing my existing appeal against the account access restriction.
During my support conversation, I disclosed that I had connected OpenClaw for a one-time test and subsequently uninstalled it. However, I have not received an official explanation confirming whether that activity was the specific basis for this restriction. Please identify the activity Google considers problematic and the particular contractual or policy provisions applied. Please also explain any corrective action required. Going forward, I will use only officially permitted tools and authentication methods.
I am not disputing Google’s right to implement reasonable security measures or enforce its terms. My concern is that the restriction has remained in place for an extended period without an explanation of its grounds or a decision on my appeal, while my refund request has resulted in a subscription cancellation with no clear information about the actual refund outcome.
In my view, this handling is inconsistent with South Korean consumer-protection principles and the purpose of the Framework Act on Consumers, including providing consumers with necessary information and access to prompt and fair procedures for resolving complaints and obtaining redress.
I therefore request a specific written response addressing the following:
1. Confirmation of receipt and the current status of my existing appeal
Please confirm whether my original appeal was successfully received, its current processing stage, and the department responsible. If it was not received, please confirm this and provide a reliable submission channel.
2. The specific grounds for the restriction and the outcome of a manual review
Please explain the activity in question, the applicable contractual or policy provisions, and the scope and duration of the restriction. Please have the matter reviewed by someone authorized to decide whether the restriction can be lifted. If restoration is possible, please provide the required steps and an estimated timeline. If it is not possible, please provide the reasons and any further appeal options in writing.
3. The circumstances of the Google AI Pro cancellation and my current subscription status
Please explain when and why the subscription was canceled, and why the cancellation was carried out without a separate notice. Please clarify whether only automatic renewal was disabled or whether my current paid access was also terminated, and explain how the remaining prepaid subscription period and benefits have been handled.
4. The outcome and specific timeline of my refund request
Please state whether my refund request is currently at the submission, review, approval, or payment stage. Please identify the payments covered, the refund amount and calculation basis, the refund method, and the expected date of receipt.
If a refund has already been processed, please provide the processing date and transaction reference information that allows me to verify it. If the refund is denied or only partially approved, please explain the specific reasons and criteria applied. Please do not substitute confirmation of subscription cancellation for a response about the refund itself.
I request a substantive written response within seven calendar days of this request being submitted. If a final resolution is not possible within that period, please provide, within the same period, confirmation that the responsible team has started its review, the current processing stage, the reasons for the delay, and a specific date for a further response.
Directing me to resubmit the same form without checking the status of my existing appeal, or repeatedly asking me to wait without a concrete timeline, would not be an adequate resolution.
If I do not receive a substantive response within the requested period, or if Google merely repeats previous guidance without providing specific grounds and a meaningful resolution process, I will pursue the formal consumer-dispute procedures applicable to my circumstances. These include seeking assistance through the 1372 Consumer Counseling Center and applying for consumer redress through the Korea Consumer Agency, as appropriate. If necessary, I will also submit a complaint through the Korean government’s e-People portal to the relevant authority, requesting a review of whether the access restriction, appeal handling, subscription cancellation, and refund response comply with applicable consumer-protection laws.
I will submit the supporting evidence available to me, including payment records, evidence of the subscription cancellation status, error screenshots, appeal and inquiry records, and support correspondence.
My requests are a fair review of the account access restriction, a clear explanation of the Google AI Pro cancellation, and a specific outcome and appropriate remedy regarding my refund request. I cannot continue waiting indefinitely when the subscription cancellation is visible but even the status of the refund remains unknown.
I will provide my account details, existing support case number, payment records, and correspondence through an official private Google support channel. Please escalate this matter to the teams authorized to review and decide it, and provide an accountable written response addressing the access restriction, subscription cancellation, and refund request separately.