The problem is that regardless of whether they are or not, getting to a point where a judge looks it over is a process most can’t go through with an opponent like Google.
Again, depends on the jurisdiction, but in the UK filling for a small claims court case would be like £125? And if they don't show up the case will almost certainly be ruled in your favour and Google ordered to pay back whatever they owe you - plus any court costs you incurred. It's really not that difficult. Even paying a lawyer £100 to write and send them a letter "you have 7 days to fix this or we're going to court" would most likely achieve better result than trying to contact their useless customer service.
I suppose there are a couple of issues that haven't been tested in court.
But besides that, anything you paid and wasn't rendered as services needs to be refunded. It doesn't look like they refund it most times, no?