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ATTN: Adwords error left me with 9600.00 in charges in 1 day and are only offering 50% Back!

[ Edited ]
Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I have been fighting a suspensions due to Billing for 5 months. I was tied to an old clients account that I had setup where the client decided not to pay his bill of 3600.00. (Keep this figure in mind). After months of saving up to get out of the suspension I was finally able to pay it off. (By this time my Adwords account has not run in nearly 5 months. Not even for 1.00.

I successfully paid off the 3600.00 balance and on October 6th (at 7am EST) I am notified that my account is no longer suspended. GREAT NEWS! As I go on throughout my day I end up speaking to two reps with Adwords who had called me about my account with some suggestions (Never once do they mention that my ads are running).
By the end of the day I end up logging in and to my unpleasant surprise I have been charged over 9600.00 for 180 clicks in which I was completely unaware of. Not only did they allow these ads to start after a suspension of nearly 5 months, but they didn't even check the billing information (Expired Debit Card with No Backups), they didn't even follow the guidelines on the account ( How you pay, Automatic payments (After $500.00 accrued or 30 days, whichever comes first). They don't verify the Call extension (Phone number no longer works). Nobody from Google stops to think, "Hey, we probably shouldn't allow this newly unsuspended account to run ads since it hasn't even been active in 5 MONTHS!" or "That is strange, he is running ads 4 hours earlier than he ever has in his entire account history!" or for the two reps who called me "I wonder why he isn't discussing his ads that are currently running?". Nothing, no red flags, just unsuspend an account at 7am and let it rack up 9600.00 in charge to a landing page that has no way of collecting leads and to a Debit card that isn't even active. Not to mention continue billing after the 500.00 threshold to the point of nearly 10,000.00.

So I end up speaking to a few reps at Google, of course they all sympathize with my issue and completely agree that there was a mess up. The main rep even gets a credit added to my account! Great right? Wrong, they only agree to credit me half of the charged amount. I am still stuck paying 4800.00 even though everyone I have spoken to at Google acknowledges that they have messed up. When I complain about the remaining 4800.00 I am told "Unfortunately there is nothing else we can do for you "We really went to bat for you with our billing department". crazy right?

Check out these screen shots below.

(Some of my personal info has been blurred out.)

Picture of the 500.00 limit and how much I was billed for in 1 DAY!
https://i.imgsafe.org/d37386f397.jpg

Picture of my Phone Number on the Landing page no longer being in service.
https://i.imgsafe.org/d37351d023.jpg

Picture of my campaign not running for 5 months
https://i.imgsafe.org/d3736a8b67.jpg

Picture showing that none of my payment methods can be billed (After they rack up 9600.00 of course.)
https://i.imgsafe.org/d373c76c

I expect a full credit of 9600.00 to my Adwords account, not half. I have been extremely loyal to Google to the point of 350,000.00 spent in under 1 year, in which we are willing to spend way more IF WE ARE TREATED FAIRLY!


I will also state that all Reps that I have been able to speak to over the phone have been very nice and receptive to this issue, but they all say they have no power in this case (What is the point of a rep with no power).

PLEASE HELP!

1 Expert replyverified_user

Completely disgusted with Googles Customer Service and Lack of Care for their Clients.

Top Contributor
# 2
Top Contributor

OK.... Case clear... It seems that  you might have fallen into a "sequence of events" in which each of the control / safeguard / checkpoints  in place did not did not flag the account, and stoped the campaign,  due to reasons unknown...

Billing, due to the nature of the issue, is beyond our scope.  It requires deep looking into the account, I'll ask Google to refer the case to a senior billing specialist... Can't promise much though...

 

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Completely disgusted with Googles Customer Service and Lack of Care for their Clients.

Top Contributor
# 3
Top Contributor

One point to mention though, is that you - as (experienced) account manager - should have noticed that there was a campaign active with a daily budget... The first step to take once an account is "live" again, is to pause all campaigns....

 

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: Completely disgusted with Googles Customer Service and Lack of Care for their Clients.

Visitor ✭ ✭ ✭
# 4
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Thank you for the prompt response.

Re: Completely disgusted with Googles Customer Service and Lack of Care for their Clients.

[ Edited ]
Visitor ✭ ✭ ✭
# 5
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I live in Jensen Beach, FL on Oct 6, we had Hurricane Matthew on top of us. I have never gone through an account suspensions before so I am not privy to what the process is, you would think once someone commits to Adwords and spends 300,000.00 they would have a rep looking out for them.

Also in your scenario the maximum I should have to pay is 500.00 as that is my cut off limit if you are unable to bill (In which you weren't).

Re: Completely disgusted with Googles Customer Service and Lack of Care for their Clients.

[ Edited ]
Visitor ✭ ✭ ✭
# 6
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Also my Google Rep who was the most active person in the case of my unsuspension was added to my account on Sep 26, 2016. Never once raised the concern of what could happen if the campaigns aren't paused. I would say he is probably much more experienced than I.

https://i.imgsafe.org/d434b12c37.jpg

ATTN: Adwords error left me with 9600.00 in charges in 1 day and are only offering 50% Back!

[ Edited ]
Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

If Google paused a Campaign they really should keep it paused when it's re-approved.  

 

To the expert who suggested that the victim is at fault:  Can you pause a suspended Campaign?  I don't know - maybe you can.  Does a suspended Campaign come up in a filter of All Enabled?  Again, offhand I don't know.

 

If a Campaign has been turned off by Google for nearly 5 months - does common sense indicated that it will quietly be turned back on?  I think not.  So many things could change for the business... as we are seeing.

 

This is an interesting mess.

ATTN: Adwords error left me with 9600.00 in charges in 1 day and are only offering 50% Back!

Explorer ✭ ✭ ✭
# 8
Explorer ✭ ✭ ✭

hi 

 

Yours is a freak story that embodied murphy's law - whatever could go wrong went wrong. am sorry you had such a negative experience. If what you have mentioned is correct then google should do more.

 

regards,

 

zaby

 

Re: Completely disgusted with Googles Customer Service and Lack of Care for their Clients.

Visitor ✭ ✭ ✭
# 9
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Google has decided to take little to no fault in this case. I will have to come up with 9600.00 to pay off the balance and in return they will give me 4800.00 in Adwords credit. Google is a disgusting company in the way it treats it's clients.