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Policy violation unresolved after reporting numerous times.

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# 1
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Hi All,

 

Over the past month I have reported the following policy violation numerous times via the feedback form and phone to the Adwords team. The policy team member I've spoken to numerous times has stated that a violation is taking place and can not understand why it has not been stopped even though he has reported it.

 

I'm here to ask if anyone - perhaps @MosheTLV or another TC would mind sending this to a senior policy team member for me as it appears the general policy team are struggling to handle the situation.

 

The violation:

 

Adwords consumer advisory policy on payday loans states: "AdWords will only serve payday loan ads if the phrase "payday loan" (or similar terms) are included in the user's query."

 

I run MCC client accounts for both payday loan advertisers and general loan advertisers. Through my payday loan work I know exactly which key-phrases the above policy stops payday loan advertisers using. These phrases are blocked automatically by Adwords as soon as the policy team realize you are promoting payday loans - they simply set your account to approved limited status.

 

I have no argument with this regulation as it protects consumers - it also protects my general loan clients as it stops payday loan companies dominating every financial search term.

 

The current issue is that two sites are clearly promoting payday loans but are using key-phrases that every other payday loan advertiser (including my clients) are automatically blocked from using. There is no ambiguity here - they are violating policy but they are not being stopped.

 

The sites in question are:

 

Site 1: http://goo.gl/W0wrhH

 

Looking at this PPC landing page - it could not be more obvious that they offer payday loans. The page is riddled with payday loans and their URL even says payday loans but they are still allowed to use key-phrases that other payday loan promoters definitely cannot use.

 

Site 2: http://goo.gl/f0w3i4

 

Their PPC landing page is slightly less obvious but it still only takes seconds to see that they offer payday loans. Their loan table includes loans from Quickquid and Mr Lender - 2 famous payday loan companies that offer 1 to 60 day loan options.  Again, they are using key-phrases that payday loan promoters definitely cannot use to promote these loans.

 

Why are they getting away with it?

 

The only issue I can see here is that both of these sites do promote other financial products via PPC so if Adwords were to limit their accounts because of this violation then all of the "non" payday loans related adverts would stop too. I'm speculating but perhaps the Adwords team are looking for a tech solution to this issue before they limit their accounts.

 

If this is the case it is really bad practice as these companies are clearly violating policy right now. The only solution should be that their adverts are stopped until they stop promoting payday loans via ppc. They cannot be allowed to violate the rules at the expense of everyone else.

 

I'd really really appreciate any help with this. It is incredibly frustrating that we play via the rules when other companies get away with things like this for months on end.

 

My best regards,

 

Lily-B

 

These are links to their PPC adverts:

 

http://www.google.co.uk/aclk?sa=l&ai=CRrLD7ZU7VI22B-Th7ga_iIKYBPaykpgG1s3V3aYB97PlBQgAEAMoA1DLicp7YL...

 

http://www.google.co.uk/aclk?sa=l&ai=CwCXeDJg7VLX2GqHk7gagj4HACpGWlbkFibil7K8BksetDRABKAhQgNHBtQdgu_...

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Accepted by KathleenG (Community Manager)
September 2015

Re: Policy violation unresolved after reporting numerous times.

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# 11
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Hi @KathleenG

Hope you're having a good fridaySmiley Happy

Unfortunately both of these sites have been reported numerous times via the complaint form over the past couple of months.

Thats why I came here as nothing has changed even though I have done all the right things to report them.

It is obvious that these sites are promoting payday loans - the screenshots speak for themselves so its very disapointing that they are using keywords no other payday loan promotor can use. I just cannot see a reason why they are allowed to violate policy when others are rightly stopped within days.

If there were a legitimate reason i'd love to know what it could be?

Thanks again for your help, its so good to be able to get this checked properly.

Lily-B

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Re: Policy violation unresolved after reporting numerous times.

Community Manager
# 2
Community Manager
Hi Lily-B,
Happy to have this looked into for you. But I am struggling to find examples of these websites being served on non-payday-lons keywords.

I'll have a member of the AdWords team follow up with you via email off the Community where you can discuss the specifics of this case.

Kathleen

Re: Policy violation unresolved after reporting numerous times.

[ Edited ]
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# 3
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Hi Kathleen,

Thank you so much for the reply,

If someone could follow up with me via email that would be absolutely fantastic - do you need me to send you my email address?

Re the keywords - they may not be too easy to find.

Over the past 12 months though I've double and triple checked that payday loan promotions definitely can't use these keywords, as my clients always ask me why we aren't bidding on them - so I know there is an issue here.

Thanks again

Lily-B

Re: Policy violation unresolved after reporting numerous times.

Top Contributor
# 4
Top Contributor

I see that @KathleenG  from Google has already responded to you, and since this is a complex case,  which requires to look into keywords within the account, - it is beyond the scope of our community.

However; I do  want to mention:

  • The   status of "approved limited" is reserved for ads - not for  accounts.
  • We had in the past, a case with payday loans. To facilitate the process, the best would be to provide Google with the list of keywords you found in your investigation.
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: Policy violation unresolved after reporting numerous times.

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# 5
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Hi MoschTLV - thanks so much for the reply,

You're right about approved limited status being for ads -

It's just that when we promote a payday loan site the site must get flagged in adwords. Then, every ad we submit for this site instantly goes to "approved limited" status. To us this feels like the whole account is "approved limited" but you're right - it is just the ads.

Thanks again

Lily-B



Re: Policy violation unresolved after reporting numerous times.

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# 6
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Hi @KathleenG,

I hope that you are well,

I'm afraid I never received an email from your team. Do you have an email address I can contact you on please - so that i can confirm my contact details?

On a positive note one of the sites mentioned has now stopped using blocked key-phrases so your team may have stopped them. Unfortunately the other site is still violating policy so I could still do with someone contacting me.

Many thanks

Lily-B

Re: Policy violation unresolved after reporting numerous times.

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# 7
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@KathleenG - spoke too soon about the site that stopped, its back advertising again nowSmiley Sad

Hope to hear from you soon as they really need to be checked and stopped.

Lily-B

Re: Policy violation unresolved after reporting numerous times.

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# 8
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Just wanted to update this thread as one of the sites in question has added more payday loan companies to their promotion and are still using keywords payday loan promoters cannot use to advertise. I've circled the payday sites in a screen grab to make it easy for people to see that there is an issue.

 

This really is a kick in the face when this site continues to violate policy while other advertisers stick to the rules. I cannot see how anybody viewing this page could possibly argue that they are not promoting payday loans.

 

I was contacted by a Google policy specialist about this so @KathleenG definitely does try to help which is great. Its just frustrating to see their policy violation is getting worse and still no action has been taken.Smiley Sad

 

Lily-B

 

 

screengrab1.jpg

Re: Policy violation unresolved after reporting numerous times.

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# 9
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To keep things fair - here is a screengrab of the second site that's violating policy. Today it is promoting 9 payday loan sites using keywords that payday loan advertisers cannot use. Really sad to see this when you are having to compete with them.

 

Lily-B



screengrab2.jpg

Re: Policy violation unresolved after reporting numerous times.

Community Manager
# 10
Community Manager
Hi Lily B,
Thanks for your posts, and apologies for the delay in getting back to you!

Are you submitting these through the complaint form on the Help Center? ( https://support.google.com/adwords/troubleshooter/4578507?rd=1 )

Kathleen