Update we got rejected and denied the refund. Here is our official response back: I am writing to express our profound disappointment and frustration with Google Cloud's handling of this case, which has now caused nearly 2 months of emotional stress and financial uncertainty for two medical students. CRITICAL ISSUE: BREACH OF ORIGINAL AGREEMENT Your response directly contradicts the original agreement made by one of your team members who initially agreed to waive this bill. This blatant miscommunication and reversal of commitment is completely unacceptable and has led to months of unnecessary stress and uncertainty. EVIDENCE OF MISLEADING PRODUCT DESIGN I have attached our current billing statements from our new account (hi@memo.cards) which clearly demonstrate our actual usage patterns: • June 2025: HK$3,531.53 (~$452 USD) • May 2025: HK$387.35 (~$50 USD) This represents our genuine production traffic with the same applications and user base. The astronomical difference between these normal charges and the 6.2 million HKD bill is undeniable proof of your product design failures. ROOT CAUSE: RATE LIMITING LED TO MISLEADING GSU PROVISIONING The catastrophic bill was caused by a cascade of your platform's limitations: 1. Your Gemini API rate limited our legitimate usage 2. This led us to increase "Generative Scaled Units" (GSU) to maintain service 3. Your misleading provisioning calculator failed to accurately estimate costs 4. Result: Astronomical charges for capacity that was never actually utilized SYSTEM RECORDS ARE MISLEADING Your claim that "system records show usage for which charges were incurred" is technically incorrect. The charges were for provisioned capacity, not actual generative unit consumption. This is a fundamental distinction that your billing team seems to misunderstand. FINANCIAL AND EMOTIONAL IMPACT This situation has caused: • Nearly 2 months of emotional distress for two 22-year-old medical students • Disruption to our production services affecting our users • Financial impossibility - the bill exceeds 10x our combined net worth • Breach of trust due to your team's initial agreement being reversed OUR POSITION We categorically refuse to accept responsibility for charges that resulted from: 1. Your product's misleading design 2. Your API's rate limiting forcing us to overprovision 3. Your billing calculator's complete failure to provide accurate estimates 4. Your team's breach of the original agreement FINAL DEMAND We demand: 1. Complete waiver of the outstanding balance as originally agreed 2. Immediate escalation to senior management 3. Refund of any amounts charged to our debit card 4. Written acknowledgment of the product design issues that caused this situation This is not a matter of unwillingness to pay legitimate charges - this is a matter of your product's fundamental design flaws creating impossible financial burdens for student developers. If Google Cloud cannot honor its original agreement and resolve this matter fairly, we will be forced to escalate this through appropriate channels, including regulatory bodies and public forums. We expect an immediate response from senior management, not another template response about "policy limitations." Attached: Current billing statements showing our actual usage patterns (HK$3,531.53 and HK$387.35 per month) Regards, Jason Co-founder of Memo XonLabs Limited hi@xon.so Case Reference: 58997331 New Account: hi@memo.cards