I've had a similar problem with Google Fi customer support when my phone suddenly stopped charging while traveling abroad. Sparing the details, the lesson I learned is not to buy a phone from Google. As a customer you are at a severe disadvantage to Google, because Fi is not their bread & butter and they don't seem to mind if you cancel. Furthermore, in the event of a dispute, Google will turn off related services on your account, for example your associated Gmail account. After learning this lesson the hard way I wanted to stop my Fi service, but unfortunately I still found the Fi plan to be the best choice for my present situation: I am outside the U.S. for most of the year. I hope other carriers will improve their international plans.