Formal Complaint Regarding Wrongful Account Suspension and Request to Cancel/Refund Ongoing Google One Subscription Charges

[MANUSAK KOTSILA]

To the Google Support / Google Trust & Safety Team,

I am writing to formally complain about the suspension of my primary Google Account. The system cited a violation related to Child Sexual Abuse Material (CSAM) as the reason for the suspension.

I would like to clarify that the images flagged by the system and used as grounds for suspending my account are, in fact, private family photographs. They depict my own nieces/nephews and children in my family wearing swimsuits while playing in the pool at our home — an entirely ordinary family activity, with no sexual or exploitative content whatsoever. I believe Google's automated content-analysis algorithm made a serious error in this case, and the consequences have fallen directly on me as a user who has done nothing wrong.

In addition, I would like to raise the following related complaints:

1. Unable to cancel subscribed services — Because my account is suspended, I am unable to access or cancel Google One and other subscription services linked to this account.
2. Continued credit card charges — Despite the account being suspended and me being unable to use any services, charges continue to be billed to my credit card as usual.
3. Unable to request a refund — When I attempted to contact support to request a refund for charges billed during the period I could not use the service, I was unable to take any action because Gmail and all related Google services have been completely suspended.

I believe it is fundamentally unfair for Google to continue charging for services that a user has no ability to access whatsoever.

I am therefore requesting that Google take the following actions:

1. Conduct a human review of my account suspension, rather than relying solely on an automated system.
2. Restore at least limited access to my account so that I can manage my subscriptions and billing settings.
3. Immediately cancel my Google One subscription and any other associated recurring services.
4. Fully refund all charges billed during the period my account was suspended and I was unable to use the service.

I would appreciate a response with a resolution within a reasonable timeframe. If I do not receive an appropriate response, I will need to consider escalating this complaint to the relevant consumer protection authorities.

Sincerely,

MANUSAK K.

Primary Account:  manu...@gmail.com