This blogger writes about a mega-problem she's had with Google Fi (or more precisely, a payment glitch which then shitcanned her whole Google world, including Fi). She claims that there was a substantial change in customer service a few months ago, with service greatly deteriorating as a result. In the comments section, a number of readers chimed in with their own Google horror stories.
https://onemileatatime.com/google-fi-review/
I'm finally ready to dump my Samsung Galaxy 3 (which I bought 4 Boston championships ago, but who's counting) and had pretty much decided to go with a Pixel 3 (or 3 XL, hadn't decided) for its great camera capabilities, plus Google Fi for the easy use overseas. Now I'm very much up in the air.
Can someone hold my hand, please?