Dear Google Support Team and @Abhijit_Pramanik,
I am writing to escalate a serious and systemic issue that contradicts Google’s official commitments and affects numerous paying customers, including myself.
On February 16th, I subscribed to a Google AI Pro membership after completing age verification in Turkey. I paid 43.76 times the local unit price for this service. Within 24 hours, on February 17th, I was locked out with a message stating my quota would not reset for 5 days, instead of the 5 hours promised in Google’s December announcement.
This is not an isolated incident. Your own official forum (Google AI Developers Forum Thread) is filled with reports from multiple Pro subscribers experiencing the exact same problem:
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NpDeveloper (Feb 12) quoted Google’s own December blog post: “Google AI Pro and Ultra subscribers now receive priority access, featuring our highest, most generous rate limits with quotas that refresh every five hours.” They added: “Why this is not true?”
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Goten (Feb 11): “All the models are locked, and Opus was locked for 4 days… I only use the model 3 or 4 times yesterday.”
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Casal0x (Feb 12): *"The limits are the same for Pro as Free? what is happening again? Could use it 2 days in three weeks seems to me that by now.
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A_maghrbi (Feb 16): *"We should sue this company. They manipulated users with their subscription plan. They advertised a 5-hour refresh and now they are saying (due to high demand) we changed it to weekly.
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Asha_KV (Feb 12): “Thanks for the robotic response, then what about the announcement on December says, for pro users only 5 hours of resetting period?”
@Abhijit_Pramanik, in your previous responses, you claimed this issue affects only “a limited number of users.” The forum thread clearly proves otherwise. I am one of those users, and I did not pay for a service that arbitrarily changes its terms within 24 hours of subscription.
Key points demanding your attention:
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Google’s own December 2025 blog post explicitly states 5-hour quota resets for Pro users. The current 5-day lockout is a direct violation of this commitment.
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This is not a technical glitch but a systemic policy change implemented without proper notice to paying customers.
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As a customer in Turkey, I paid a premium price for this service, yet I am being treated worse than free-tier users.
I request an immediate investigation and a clear resolution:
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Restore the promised 5-hour quota reset for all affected Pro subscribers.
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Issue a full refund for the period during which the service was misrepresented.
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Provide a public clarification on the actual terms of Pro subscriptions to prevent further deception.
I expect Google to uphold its legal and ethical responsibilities to its customers. Please confirm receipt of this complaint and provide a timeline for resolution.