I was in one of the first beta batches of users to test Project Fi. Bought a full priced Nexus 6. Despite some bumps in the road, the service was stable and engineers answered trouble tickets pretty fast. That was 3 years ago.
After a year, bought my wife a full priced Nexus 5x and moved her from Verizon to ProjectFi.
Since then I upgraded to a Pixel. When everyone else is getting security patches on the 5th of each month, Project Fi pixel users don't get updates until around the week of the 15th of each month.
In June, the Nexus 5x began to bootloop. After 2 days on the phone with tier 1 support, finally got passed up to the next tier. Project Fi offered to replace the Nexus 5x with a rebuilt model. After 2 days with no news on when this replacement would ship, we bought a cheap pay as you go sim, dropped it into an old samsung s3 and forwarded the project fi number to that device while we waited. We finally get a tracking number...that never leaves the warehouse. The Nexus 5x order is then canceled. Another day of calling, 'we have shipping problems'.
After another day, another Supervisor arranges for a full refund of the Nexus 5x. We package it up and ship it to texas. Order a Pixel to put on the wife's fi account. Four weeks after google received the device, the refund has not been posted back to the payment method. Send an email, told 'it will be refunded'.
And this is where the hell begins. The refund of $454.77 is returned across 2 different Visa accounts. Its refunded in 8 payments, the smallest being $2.76.
As soon as the credits are issued, Project Fi then pulled 3 debits from one of the accounts totaling $375.38.
We paid ourselves the refund.
We spent a week trying to talk to someone at Project Fi support who would understand this, got a lot of 'we are so sorry, we understand, we are working on it.
(Eventually the $357.38 shows up as a 'credit' on her account.)
The next Monday I went to the bank and charged back the 3 unauthorized debits as 'fraud' per the recommendation of the Chase security team.
Its been another 2 weeks and this week Project Fi decide to add one of the charge backs as a debt against the Project Fi account, so this months bill is $257.
We are in the middle of a shell game where all they have done is move our money around between various 'accounts'.
Project Fi? Avoid. Engineers are running the books, not accountants. No one is responsible, and communication is mostly done by email.