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How can we recover a client Adwords account NUMBER managed by Dex Media?

[ Edited ]
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# 1
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I have a client who wants us to begin running Google Adwords with my company, but they have an existing account (running ads as recently as 3 weeks ago) that was set up and continues to be managed by Dex Media. Our client has asked Dex to provide their account number, but Dex claims the information was lost due to a data crash or something having to do with account access to Dex Media.

I was told by Google on 1/6, that we can create a new account for the client, but we won't be able to get support due to the existing account for which Dex claims they no longer have records. They (Google) correctly suggested an account TRANSFER, which has now resulted in a very frustrating closed loop.

I'm told I cannot get "help" until I provide the MCC ID, but the entity that has this (other than the Google Adwords account rep for Dex Media) - Dex Media, says they've lost the records.

Needless to say, Dex Media has been "fired" in 2 pieces - first when they were told to STOP running ads/correct the client account profile using an incorrect spelling of the business name and / or running ads in the wrong category, and again when their contract with my client expired as of 11/30/16 - yet they're still running bad ads and unable to provide the piece of information required by Google to solve a very serious problem. (Errors that continue have impacted ALL organic listings! That tends to happen when Dex doesn't use the correct business name and spelling, or keep the ads in the correct ad category.)


Who can I contact to get help from Google, since normal channels require I provide them the elusive piece of data - the account number - which is the very thing I cannot provide - because Dex says they no longer have records?

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How can we recover a client Adwords account NUMBER managed by Dex Media?

[ Edited ]
Top Contributor
# 2
Top Contributor

Hi @Nancy C,

 

If you cannot retrieve/access the old account, which was never yours (Dex owns it), you should create a new account and set everything up as you like, add in a daily amount, billing info and get started. At this point, you will have your own AdWords account that you can get help with. If you request help for an account you do not own or have access to... of course you will be asked to gain access to it and keep you in the loop you are. However, once you have your own account, you can get assistance for it. 

 

To expand further, whoever creates the account is the technical owner. If Dex wishes to play hard and not turn it over... there is no one you can talk to and get access to it. Privacy and security of accounts must be maintained and there is no way around that. 

 

Your company should stop payment to them, send a certified letter stating all services are to cease... then wait for their legal response, if there is a contract in place. Get out all of your paperwork for them and read over it (did it auto renew without you realizing it?). See what the terms of the contract are. I would first start by calling them and asking to speak with mediation, the customer retention department, or something like that. You will need to bypass your account rep and get above the sales team. Dex does not provide free advertising, so kill the payment source and services will cease.

 

I would like to explain that advertising on Google does not effect your organic listings, so you cannot state that their bad ads are doing that. These are two very different types of promotion (paid -v- organic), and the two worlds do not marry. I do understand that Dex does handle "listing correction services" for NAP (name, address, phone), and general business info, for listings across the web... and this could be effecting your organic listings... however mixing the two worlds to get help will only cause more confusion to prolong your agony with the process. 

 

Again, no one has to transfer the account from them to you. Most agencies use proprietary systems to manage their accounts and they are not obligated to hand over months or years of performance to someone else (if the account was set up like that from the start). Businesses that wish to own their AdWords accounts should first create it and then add a manager to it while the business maintains ownership of it. Then the contract should state the agency managing it is using it/managing it for the business and the agency does not own it in any capacity. A lot of agencies will turn down the offer to work with it since they will be also co-operating it with you and therefore training you as to what they do. Some will gladly do it with you... it is a mixed bag as to what one will do over another.

 

With all of that said, please use these two complaint forms to see if you can get more help from Google.

 

AdWords Feedback Form

Third-Party Complaint Form

 

All the Best,

 

James

____________________________________________________________
Google My Business & Google AdWords Top Contributor
Google Partner | GYBO Agency | Local Guide | My Profile


 


 


 

How can we recover a client Adwords account NUMBER managed by Dex Media?

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# 3
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Thank you for such a detailed, and hopefully helpful response!  You offer suggestions that might help us move forward, and I will follow up and / or implement what might still be possible.

 

I spoke to an AdWords specialist on 1/6 - who suggested the new account.  The problem is, as of 1/6, he said there were still ACTIVE ads that were running as recently as the week prior, in spite of the fact the CLIENT had fulfilled their marketing contract with Dex that expired on 11/30/16. So, Dex is running ads for a client for which they no longer receive payment. There is clearly a consistent theme here, but there is no leverage or resulting "suspension" of ads due to non-payment. Were it that easy, we'd have been well on our way last summer... when my firm was hired to make this client's phone ring.

 

So, as it was explained on 1/6, we can set up a new account, but if and when we request "help" - we were told it won't happen because the AdWords account for the CLIENT is still a current, active ad profile under management by Dex.

 

As for the impact Dex has on other organic listings, bad and incorrect data in their system spans both sides of search - paid and organic. I understand the wall between. The issue with Dex is because they appear to have 2 distinctly different "profiles" internal to their system where this client is concerned. As well, they "feed" this data to other partners, such as SuperPages, AND this fed data continues to appear to both ways, in both ads AND organic listings - depending on use of Dex data with their partner directories.

 

The result is... we have ongoing conflicts with the NAP for this client - in organic listings and in ads -  due to data that appears to STILL be coming from Dex... which the client has been unable to get them to correct since at least June of last year. Dex is the origin of 2 different uses and spelling of the correct business name; Dex is the source of 2 different addresses; Dex is the source of 2 URLS - 1 of which has since been removed due to the above mentioned contract expiration, so with regard to organic ranking as it relates to NAP, what Dex continues to do DOES have an impact on organic results, even more so where the local box is concerned.

 

Thanks again for such a helpful reply. I hope taking the route we were told would be problematic at some point - will eventually result in something satisfactory and beneficial to our mutual client.

 

How can we recover a client Adwords account NUMBER managed by Dex Media?

Top Contributor
# 4
Top Contributor

Hi @Nancy C,

 

You are very welcome. 

 

As a fellow agency owner and web developer for clients all over, I have dealt with like situations before. 

 

With that thinking in mind, let's break this down some more. 

 

1) The business that originally contracted with Dex (D) has complete control over ending this dead cycle. You, as a third party looking to take over the work D was doing has no strength in speaking, as far as D is concerned. I went round and round with D on one account and I finally went back to the business and told them to dig out their contract, look up their contact with D and to call them right now and take back control of their listings. This was done in about 45 minutes and the next day, the new business could commence. D shut down the tracking, ads, NAP correction services and anything else. It is likely that the person you are talking to at the business is not aware of something still active with D (they either forget or another person is doing it). D does not work for free... they just don't. There is something more to all of this.

 

2) You can set up the new AdWords account. You can create ad groups, ads, keywords and optimize the account. You can get help for that account. There are many cases where companies run ads on behalf of a business and then the business starts their own AdWords accounts. It's done fairly often.

 

2a) You cannot get help for an account you do not have access to. Even bringing it up to support is worthless. I think support is actually getting confused and thinking you are wanting to get help for that... when you cannot.

 

2b) All of the issues at hand could be dealt with rather easy through the business and D. You have been pulled into something that makes no sense and you will quite possibly never be able to resolve any of it on your own. There is nothing for Google to do... as everything is between D and the business. As I stated above, the business can properly end their relationship with D, then they (or you) can begin to mop up the mess of listings everywhere by claiming them and correcting them. It all starts with have correct info on the website, then feeding that to G+, Google My Business, social pages, Yelp, BBB, YP, Bing/Yahoo business listings... and then going deeper into it all.

 

In essence, taking any of this to Google AdWords for help is useless. Telling them that the bad ads are effecting the organic listings are useless. Trying to take over D for the business is useless. Seeking a way to gain more info about the AdWords account D controls is useless.

 

Please understand I have been through this and can relate to your frustration and grasping for something. Please use the info I have provided and get tough with the business to make something happen with D... or walk away from the business.

 

Kind Regards,

 

James  

____________________________________________________________
Google My Business & Google AdWords Top Contributor
Google Partner | GYBO Agency | Local Guide | My Profile