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Understand Google's advertising policies, including ad approval status and account suspension
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Suspended for no reason!!!!!

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Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hi. I feel outraged. I opened a new Adwords account for my local business. 48 hours after opening my account, Google suspended my account due to "Suspicious Billing and Payment Behavior - Unable to verify billing address". I thought hmm that is strange. I called my bank to make sure the Visa is fine and the billing address is correct. I also noticed the 3 security codes on the back of my Visa are 000 which is quite rare but that's not my fault. Maybe Google thought it was suspicious? In any case, I completed the appeal form asking if a human could get back to me with for more details and informations and I also confirmed that everything was normal on my end. I provided them with photos of Visa/Cable Bill/Driver Licence, my Wikipedia page (ex pro athlete), my personal website, etc... I also added TWO back up Visa with personal and business address for additional verification. Two days later at 130AM, I get this "Auto Response-Template" from Adwords saying: Our decision is correct and final. Refrain from opening new Adwords account. Next step: There are no next step, we are unable to provide further information. I called Adwords and the only people you can talk to are the department who helps new advertiser understand the adwords platform and obviously are unable to do anything about Account Suspension. I even spoke to a manager who said: This is not the first time. Google says; Don't be evil but they are evil. I have never advertised on Google before, therefore I have no past history. My business record is clean as Mister Net.

 

I then submitted another form, confirming everything again and asking for a HUMANIZED answer. No reply since. When I log into my Adwords Campaign - it now says: Your account is suspended We've had to suspend your AdWords account because it contains major or repeated violations of our advertising policies. How could this possibly be?

 

How could there be repeated violations when my account has never had a chance to run?? How can a real human read my info and still reply with something so obscure? It's obviously not a human. Where are the people with a pulse? 

 

 

I have never seen anything like this in my entire life. It's not only outrageous, you feel violated and discriminated. What other company does that? It's repulsive and completely non-sense. What company hires people in the Middle East to hide behind a screen to give template answer without even reading or considering the issue and just tell people to screw off? 

 

The rep even said to open a new Adwords account. Their own employees even think it's complete none-sense and are suggesting that we should go ahead and break their own rule. 

 

Unbelieveable.  

 

Are there any humans willing and able to help me look at this closely and let me know in a humanly fashion what am I missing? 

 

Please and thank you. 

 

Hugo 

 

2 Expert replyverified_user

Re: Suspended for no reason!!!!!

Top Contributor
# 2
Top Contributor
I will escalate the case to a specialist
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Suspended for no reason!!!

[ Edited ]
Visitor ✭ ✭ ✭
# 3
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Moshe, thank you very much. You're the first and only to offer some help. I did read other posts where you seemed unable to provide further help, so this comes with much appreciation. Thanks again. Hugo

Re: Suspended for no reason!!!!!

Participant ✭ ✭ ☆
# 4
Participant ✭ ✭ ☆
Hi Hugo Smiley Happy. Welcome to the community.
I am really sorry for what happened. I do hope everything will be okay. I just want to highlights some things about your post. Please do not expose your customer ID and phone number here in order to protect your account. You can edit the post by clicking on the "gear" button. Thank you.

All the best from me Smiley Happy.

Re: Suspended for no reason!!!!!

[ Edited ]
Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

Hi Ollie. Thank you for the heads up. I wasn't so concerned in the sense that after seeing how Google treat these accounts, I didn't have too much faith in getting it reinstated, therefore little to lose. I just wanted to make sure someone could trace down my account in the event a good samaritan from Adwords was willing to help. I removed the info now that Moshe took the case to a specialist. I'm eagerly waiting to hear back. Thanks and have a nice day. H

Re: Suspended for no reason!!!!!

Top Contributor
# 6
Top Contributor
Hugo; We need your website URL. Could you share?
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Suspended for no reason!!!!!

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Visitor ✭ ✭ ✭
# 7
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Hi Mosh. I have astonishing updates following new emails I received from an Adwords representative. This case has now escalated to a level of absolute and complete absurdity. For your own self-interest, here are the latest with a brief recap of the events:


Oct 1: 48 hours after setting up my Adwords account, a big RED bar across the Adwords screen says "Your account has been suspended due to suspicious behaviour regarding your Billing and Payment". I'm surprised. I phone my bank to confirm my billing address, credit card validity and so forth. They confirm all is up to date and in perfect standing.

 

Oct 3: I complete and submit the Adwords Appeal form explaining that everything is accurate on my end and that my Bank confirmed validity of Visa and billing address. I request specific information from Adwords to explain their issue.

 

Oct 6: 130am, I receive an automated template response from Adwords saying "Our specialist has reviewed your file and we confirm that our decision is correct and final". You will no longer be able to run your Ads on Google.

 

Oct 7: My Adwords now shows a new oversized RED bar that says "Unable to verify Billing Address". I call my bank manager and explain the situation. They confirm everything is up to date. I submit yet another form requesting more information from Adwords, providing them with a photo of my 3 Visa, Driver Licence and Cable Bill to confirm my billing address and identity.

 

Oct 8: My Adwords now shows a new oversized RED bar that says "Your account has been suspended due to "Major or Repeated" violations of our Terms and Conditions policy". I am now mesmerized and deeply frustrated.

 

Oct 9: I spend 45 minutes on the phone with an Adwords rep who deliberately cannot help me. He was kind enough to understand my situation and felt sorry but had no power to help.

 

Oct 10: I join this community and write my first post explaining the situation, hoping a good samaritan would be willing to help. Mosh comes in the picture and offer to help. I'm very appreciative.

 

Oct : 11, 12: Holidays. No Response.

 

Oct 13: I finally a get a reply from a real person, this time it's not a template. I feel delighted. The email goes as follows: Hello Hugo, Thank you for writing in. I am xxxx from the Google AdWords team here to assist you with your query. As per your email, I understand that you are concerned about your account being suspended. It has come to our attention that your Google AdWords account doesn't comply with our terms of service and advertising policies. You've repeatedly submitted ads that violate our Phishing Policy in this or a related account. As a result, your account has been suspended, and your ads will no longer run on Google.

 

Oct 13: I read this email three times to make sure I am not dreaming. I have repeatedly submitted ads that violate our Phishing Policy. What does that have to do with Billing and Payments?

 

Oct 13: 5 minutes later, I review the one and only campaign I've ever submitted in history, which is www.freescore360.com. I have identical ads as other successful advertisers doing honest business on the Display Network. I look up the definition "Phishing" http://en.m.wikipedia.org/wiki/Phishing and confirm that I have never done any "Phishing". The website www.freescore360.com does not do "Phishing" and is 100% compliant with Google Advertising Policy. Other agencies have been using the same ads successfully for a long period of time.

 

Oct 13: 20min later. I respond to my new Adwords friend to see if this is not a mistake. I reiterate all the above.

 

Oct 14: (my birthday) I receive the following response: Hello Hugo, Thank you for writing in. As mentioned in our previous email, your Google AdWords account has been suspended due to Phishing Policy disapproval. Upon review, we've determined that this account suspension was made in accordance with AdWords policy and procedure. For this reason, we aren't able to revoke your account suspension and won't accept advertisements from you in the future.

While we regret any frustration or disruption this may cause you, providing our users with the highest quality ads is integral to the long-term success of our program. As noted in our advertising Terms and Conditions, Google reserves the right to refuse ads or suspend ad campaigns when deemed necessary. To view our Terms and Conditions, please visit: https://adwords.google.com/select/tsandcsfinder
If you have a prepaid balance remaining in your account, you can request a refund at any time by following the instructions at:https://adwords.google.com/support/aw/bin/answer.py?hl=en&answer=8440
Again, we're sorry for any inconvenience this may cause and thank you for your understanding.

 

Oct 15: I'm in a lot of mental pain trying to make sense of this severe discriminatory event. As a recap;

 

1. I've only submitted one campaign which was up and running for less than 48 hours.
2. I've never "resubmitted" or "repeatedly violated" the Adwords policy, as I've never made changes or resubmitted anything, ever.
3. There are no Phishing involve in this advertising campaign. See definition.
4. My Billing and Payment are accurate, so why Suspend my account on this pretext and then change the story a week later?


At the very least, I would much appreciate to receive a logical answer to this ludicrous situation because if an honest citizen drove through a yellow light that turned red at the last moment, should they deserve to spend life in prison with no chance of parol? I think as human we deserve better treatment, especially when you never drove through a yellow light.


Thank you all for your time.


Hugo D.

Re: Suspended for no reason!!!!!

Top Contributor
# 8
Top Contributor

Well... We have some new info surfacing here;


In your original post, you said "How could there be repeated violations when my account has never had a chance to run?? " . Hence, the case was escalated to Google as if you were a new advertiser. Now, you are saying you had past campaigns...
I would not look that deep to examine  the  language in Google's emails. These, though "look automated" are sent  by a human reviewer, who goes through many cases, and might send the wrong  message, accidentally.


Please explain whether you had any past accounts with Google, or any other past violation.

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Suspended for no reason!!!!!

[ Edited ]
Visitor ✭ ✭ ✭
# 9
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Hi Mosh.

I confirm, 100%, I have never had any previous Adwords account, or any other Google account of any kind set under my name, or any other people's name or any other company and affiliated source. This was my first exposure to Google, ever. I've set up the account, try to get a campaign going and got suspended immediately. I've never resubmitted ads or violated the rules. The Billing and Payment response was sent and posted multiple times over a week period. It's hard to imagine someone would make the same mistake that many times, especially if they manually wrote the response. If I had been told there was an issue with the "Ads", I would have got right on it and shut it down or fix it myself immediately to prevent this outcome.

Hugo

Re: Suspended for no reason!!!!!

Top Contributor
# 10
Top Contributor
OK; Let me check again;
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’