The ‘Recent cases’ section on Google’s support interface is misleading, because any ongoing case disappears from the Google Help homepage after a few hours or days. If I create an email chain, the dashboard shows the same case number for a short time, with the label updated X time ago, and then the entire entry disappears. This proves that Google has no case handling at all: there is no history, no update, no investigation, no process. Customer support would only exist if case handling existed — but here it clearly does not, therefore this is demonstrably not customer support.
The system does not retain case numbers, every reply generates a new ID, the new ID also disappears, and Google does not provide any meaningful response, only automatic template messages. Since there is no case handling, no history, no update, and no actual case processing, the system is essentially a non‑functional ticket factory that performs no complaint handling whatsoever.
Google’s AI Overview repeatedly displays false, automatically generated statements. The Overview claims that We will send you updates by email, that You can track your case on the Help homepage, that Your Case ID allows you to follow the issue, and that We are working on your case. These statements are demonstrably false: no updates are sent, cases cannot be tracked, the Case ID disappears, and the Help homepage remains empty. AI Overview presents misleading information because there is no case, no update, no investigation, no case handling — meaning there is no customer support. The system tries to present nothing as an update.
Hungarian consumer protection law, the Civil Code, and the EU Digital Services Act (DSA) require the service provider to give meaningful responses, ensure traceable complaint handling, provide transparent case processing, and maintain a functioning communication channel. Google violates these obligations by having no customer support, no case handling, no updates, deleting submitted reports, and displaying misleading AI‑generated messages. Google’s complaint‑handling practice is clearly unlawful.
Yesterday I posted about this topic and I also sent an email to the Google DPO about the post: https://discuss.ai.google.dev/t/final-ultimatum-i-discovered-the-free-google-ai-studio-backend-fraud/175002 , and today the case ID I received from Google yesterday has already disappeared from the dashboard. This proves that this is not customer support, it’s just a fake. The ticket disappeared because Google’s system only generates a fake, placeholder ticket without any real case handling — and it automatically deletes it because there is nothing behind it.
According to the official EU rules (Digital Services Act): https://digital-strategy.ec.europa.eu/en/policies/digital-services-act and according to the Consumer Rights Directive (2011/83/EU): https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX%3A32011L0083 the service provider is required to maintain a functioning complaint‑handling system, respond to users, keep proper records, and must not delete or hide the submitted complaint. Google does not comply with these obligations.
