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AdWords: the worst experience I have ever had with a company

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

August 21st I received this email:

 

Hi Nicholas,

 
It was a pleasure chatting in with you today over your concern for the account status for client AdWords account ID [Removed]. I am sending in this email as per your request to get this account re-reviewed.
 
While reviewing your account, our specialists identified suspicious behavior in the payment activity of this or your other AdWords accounts. To help prevent any unauthorized activity, we suspended your AdWords accounts.

For information on the terms associated with AdWords account use, please review our Terms and Conditions at https://adwords.google.com/select/tsandcsfinder

If you believe that you meet all of our Terms and Conditions and would like to appeal the suspension of your account, please fill in the following form:
https://support.google.com/adwords/contact/pf_suspended

We appreciate your cooperation.

Sincerely,
Joseph
 
I immediately called the AdWords customer service, they told me to fill out an appeal form and that they would get back to me in 3 days. I received a call from AdWords that Sunday, telling me that my account was no longer banned and that it shouldn't be an issue anymore. I went home looked at the account and it was still banned. I then spent over an hour with a representative on the online chat, I was told that I needed to put the client ID that was suspended, not the customer ID (even though the representatives should have checked this before calling me and lying to me). I called them back on Monday, a manager at the support center apologized to me and said it was there mistake and that I would need to fill out another form. I filled out that form and received this email:
 
Hi Nick,
 
Thanks for your continued patience during this process. Our specialists have re-reviewed the account and confirmed that it is in violation of our AdWords policies. Since this decision is final, the account will not be reinstated. Please avoid creating additional AdWords accounts, as they will be subjected to the same suspension.

Our support team will not be able to give you any more specifics on the suspension.

We appreciate your understanding and cooperation.
 
Sincerely,
AdWords Support.
 
I was shocked, there was nothing fraudulent about the payment activity (it was my client's card) and now I will no longer be able to use AdWords again? I have appealed this about 4 times now all with the same result. I have spent hours on the phone and on the live chat. Every person I talk to says that they do not have the ability to help me, they can not direct me to anyone who can help me and they don't know the reason why my account was banned. This is really unacceptable, is there any accountability at Google? Are they really this incompetent? I thought Google was supposed to have really high standards. 
 
The last time I spoke to the AdWords support center, I had to speak to a manager. He tried as hard as he could to get me off the phone, ensuring me that someone who could help me would call me on Monday. Today is Monday, no phone call but I did receive an email that was exactly the same as all of the other ones.
 
What do I do at this point? How do I get a hold of anyone at Google who can help me? This is really disgusting that Google treats their "customers" like this. If never using Google again was a reasonable option, I would never use any of their products.
2 Expert replyverified_user
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Marked as Best Answer.
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Accepted by topic author Nicholas B
September 2015

Re: AdWords: the worst experience I have ever had with a company

Top Contributor
# 7
Top Contributor

@Nicholas B;

Google reinstated your account;

You can go ahead and relaunch the campaign;

I would, though, recommend to carefully review the Policy and verify compliance;

Here is the methodology I recommend;

https://www.en.adwords-community.com/t5/User-Articles/Advertiser-First-read-the-Policy/ba-p/465970

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’

View solution in original post

Re: AdWords: the worst experience I have ever had with a company

Visitor ✭ ✭ ✭
# 2
Visitor ✭ ✭ ✭
I should also mention that I have gone through the terms of service line by line and was not violating anything.

I really wanted to find the reason why the account would get suspended and nobody at Google could help me with that as well.

Re: AdWords: the worst experience I have ever had with a company

Top Contributor
# 3
Top Contributor
Hi there;
This could be frustrating;
Please remove your account ID since this is a public forum;
What URL are you promoting?
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: AdWords: the worst experience I have ever had with a company

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
Hey, thanks for the reply. I removed my ID.

The URL I was trying to promote was:
http://www.deals-herban.net/

Re: AdWords: the worst experience I have ever had with a company

Top Contributor
# 5
Top Contributor

This is interesting...
I would recommend making changes to the website to improve conversions and to  further tighten  Policy compliance, but that should not have caused the suspension.
Let me check with Google on that.

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: AdWords: the worst experience I have ever had with a company

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭

That would be awesome, thank you.

Marked as Best Answer.
Solution
Accepted by topic author Nicholas B
September 2015

Re: AdWords: the worst experience I have ever had with a company

Top Contributor
# 7
Top Contributor

@Nicholas B;

Google reinstated your account;

You can go ahead and relaunch the campaign;

I would, though, recommend to carefully review the Policy and verify compliance;

Here is the methodology I recommend;

https://www.en.adwords-community.com/t5/User-Articles/Advertiser-First-read-the-Policy/ba-p/465970

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: AdWords: the worst experience I have ever had with a company

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭
Thank you so much, I have spent so much time on this in the past 2 weeks and have not been able to get anywhere.

I still wonder what the issue was, I read through all of the listed policies and terms and conditions and cannot find any reason as to why they would suspend my account.

Again thank you!

Re: AdWords: the worst experience I have ever had with a company

Top Contributor
# 9
Top Contributor