Similar experience (Google charged me for a phone that was never delivered). I was debating doing a chargeback, but the fear of losing my stupid google account was causing me to pause. I finally DM'ed Google Fi support on Twitter and they eventually were able to get me in contact with someone that could help. It took about 2 months to get this resolved. Buying from Google is a nightmare (I like the product, why do they ruin all my good-will toward them?). I have never had a worse experience with a company.