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How do I get somebody in Google to support to help me?!

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# 1
Visitor ✭ ✭ ✭

For over a week now I have been trying to get help with my two suspended AdWord accounts (189-219-6372 and 960-802-7946), to no avail! I have not been able to get any real help from AdWords support! In the meantime, my two small business are suffering from a lack of search advertisement, and no one at Google seems to care!

 

Here is the timeline of my ordeal with AdWords support so far:

 

Wednesday, August 20, 2014:

I called support on two separate occasions and both support representatives (Sarah and Dahlia) were useless and were not able to solve my problem. The first agent I spoke to, Sarah, was particularly useless and rather dismissive. I spent over an hour on the phone that day, and the best I got was link to a page on how to resolve the issue related to verifying the age on my account. But that page does not provide any information about how to go about doing so. The last person I spoke to that day, Dahlia, assured me that she would have the e-mail (an e-mail which I never originally received from Google) resent to me that would provide a link to walk me through resolving the problem. I have yet to receive this e-mail!

 

On that same day, Wednesday August 20th, I submitted a support complaint on-line (and attached a copy of my drivers license) about my issue and poor experience with AdWords support. I received a reply e-mail from Stacy T in AdWords support asking if my problem had been resolved (she obviously had not taken the time to see that my account is still suspended!). I replied with the following message:

Stacy,

 

My problem has definitely not been resolved, and as a result my AdWords account is still suspended and I am losing significant business opportunities and money because of this!

 

I can be reached on my cell phone: 817-929-7979

 

I am available today until about 6pm Central time, and then anytime tomorrow between 10am and 7pm.

 

Thanks!

********************

Friday, August 22, 2014

By Friday I had received no response from Stacy, and my problem was still unresolved. I sent a follow-up e-mail to Stacy and again included my cell phone number 817-929-7979.

I received the following reply that same day from AdWords support:

Henry,

 

Thank you for responding to my email. I have looked into the issue that is causing your problem. The Date of Birth you have entered has caused the suspension of the account. You need to make some changes to the account to make this information correct. I am sending you an article that with give you the steps you need to fix the issue.

 

https://support.google.com/accounts/answer/1333913?hl=en

 ****************

So, after three days, hours of my time and frustration, and lost opportunities with my ads not running, this is best I get from AdWords support! I get sent to the same useless page that explains what to do to fix it, but not how to do it (i.e. where do I send the copy of my ID, where do I submit the credit card charge). And what does Stacy mean by "make some changes to the account"? The date of birth on my account, 8/11/63 is correct!

 

I replied that same day with the following message:

I have already fixed the date of birth. The date of birth reflected in my account, 8/11/1963 is correct. This is what I tried to get resolved with your support team on Wednesday. I have also attached my proof of age, which I have also already submitted.

 

This article you have sent me is the same dead-end article your support agents sent me. It lists three different options to resolve this, but not how to go about doing so. To whom do I send the proof of age? Who can transact the credit card charge as further proof?

 

I am still waiting for the e-mail from your compliance department which the support agent I spoke with on Wednesday said she would send.

 

This does NOT resolve my problem!

************************

Monday, August 25, 2014

On Monday I received this reply from AdWords Support:

Hi Henry,

 

I received your email and the attachment. I will be working hard to find a resolution for you on this compliance issue.

 

Thank you for your patience while I work on this issue for you.

 

Sincerely,

 

Stacy T

 

Tuesday, August 26, 2014

I received this e-mail from AdWords support:

Hi Henry,

 

I hope you are doing well! My name is Christina and I will be assisting you with your account going forward. Currently I am working with Stacy and our technical team to investigate this further. 

 

Resolving your issue is our top priority, please let me know if you have any further questions concerning your case.

 

I look forward to hearing from you soon!

 

Best Wishes,

 

Christina M.

*******************************

Wednesday, August 27, 2014

I received this e-mail from AdWords Support:

Hi Henry,

 

I attempted to reach you today at (972) 471-0622 regarding case #7-0077000004501. Be aware that it may show up in your caller ID from an (866) number however I'm sorry I was unable to get in touch with you!

 

Resolving your issue is our top priority and I would love to arrange a time to speak with you over the phone at your earliest convenience. I'm available until 8 PM EST today to assist you, or we can set up a call at a later date if today does not work for you!

 

Since we cannot take direct inbound calls, please reply to this email with the best phone number and time to reach you.

 

I look forward to hearing from you soon!

 

Best Wishes,

 

Christina M.

****************************

I replied that same day with these two messages:

Christina,

 

Sorry I missed your call. I can be reached at 817-929-7979 today after 3pm Central Time.

 

Thanks!

 

And then when I noticed that she had called me at 972-471-0622, I sent this message:

 

Just noticed in the e-mail that you attempted to reach me at 972-471-0622, although I have repeatedly asked to be reached at 817-929-7979.

 

Please call me at 817-929-7979.

 

Thanks!

******************************

Thursday, August 28, 2014

I had still not heard back from support and sent Christina this message:

Christina,

 

It has now been over a week that I have been trying unsuccessfully to get this problem resolved so that I can resume advertising my business on Google.

 

Is there any way you can help me with this today or refer me to someone at Google who can?

 

Once again, I can be reached at 817-929-7979. This afternoon I am available at that number until 5:30pm Central time.

 

Friday, August 29, 2014:

I have yet to hear back from AdWords support, and both of my AdWord accounts (189-219-6372 and 960-802-7946) are still suspended! I have to believe that there is someone at Google who cares enough about a small business customer like me that can help me resolve this seemingly simple issue?!

 

 

1 Expert replyverified_user

Re: How do I get somebody in Google to support to help me?!

Top Contributor
# 2
Top Contributor
This issue is an account specific, and requires someone to look into the account details.
I am escalating the case to a Google specialist.
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer’

Re: How do I get somebody in Google to support to help me?!

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Thanks. Going on 3 weeks without a resolution!

I replied to an e-mail from Account Compliance last Wednesday (9/3/14) with the requested information (verification of my date of birth), and have yet to receive any kind of reply or resolution.

It's fairly obvious...if you are a small business owner like myself, spending under $1,000 per month on Ad Words, Google does not care if you account gets suspended. I am sure if I was a larger company spending hundreds of thousands of dollars per month this would have been resolved in an hour. I violated no rules related to the content of my ads, all of our ads have always been legit, linked to real landing pages, with no misleading content, trying to promote a legitimate business, but Google thinks my birthdate is wrong on my account (which it's not) and my account is suspended.

Re: How do I get somebody in Google to support to help me?!

Top Contributor
# 4
Top Contributor
What was Google's reply?
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer’

Re: How do I get somebody in Google to support to help me?!

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
I have not received any further reply from Google since I sent them the poof of age last Wednesday.