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My keywords are being changed by google.

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Since starting my account with google, i have had nothing but trouble. I set my budget at £100 per month, i am a new company with a limited budget. My first bill was £120, my second £250.  I phoned to find out why it was so high and was informed that google had the option to adjust my budget if they deemed it was not effective (something they since deny).  I reset my budget to £100,  the next bill was £350, this time i was informed i had three adverts running.  I have only ever set up one!!  Again i was told that i would have to pay the bill,  £400 now that i should not have paid out!

Since then,  every time i log into my account one or more of my keywords have been changed.  They are being changed to something that is not related to my business. I am the only person my end that has access to my account,  unless of course my dog can use a computer, ha cannot, just to clear that issue up!  I am then charged for 'clicks' on these keywords.  In the last month i have spoken to several different people who assure me (not very successfully) that google will no make these changes.  My account has been investigate twice by google specialist team, both concluding that my account has not been compromised!  

So if it is not me that is making these changes and  haven't been hacked then it leaves only one option, Google!! Something they deny!  

I am currently nearing the £600 mark of being out of pocket in this case.  Google 'help' center are less than  helpful, offering to re-open my case with the hacking team for a third time. I haven't been hacked!!!!!

I now feel that unless this is resolved and quickly i must escalate this issue further!

1 Expert replyverified_user

Re: My keywords are being changed by google.

Badged Google Partner
# 2
Badged Google Partner
Hi Jamie
Have you check the Change History to see who is making the changes?

Re: My keywords are being changed by google.

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
I have done this and the changes do not show up on the history.

Re: My keywords are being changed by google.

Community Manager
# 4
Community Manager
Hi Jamie,

Google will never make changes in any client's account without the proper authorization to do so.

Do you have AdWords Express ads running, or have you had AdWords Express campaigns running in the past? These could have caused you to spend more than the budget you set for your AdWords campaign.

Cassie

Re: My keywords are being changed by google.

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

That's what i keep being told,  however its garbage i'm afraid. 

These changes are not happening from my end as they take place when i am logged put of the account.   Googles specialist team have twice proven that my account has not been hacked.  This leaves only one other option and that is that Google are changing them.  There is no other explanation.  

Also i will add, Googles customer service is appalling!!

Re: My keywords are being changed by google.

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
So here is where this case stands. After being called a liar and made to feel as if i am going out of my mind, Google have just admitted that it IS them making the changes to my account!! I am out of pocket £600 over this debacle!!!
It will be interesting to see any responses to this.

Re: My keywords are being changed by google.

Explorer ✭ ✭ ☆
# 7
Explorer ✭ ✭ ☆
Hi mate sounds pretty bad situation here's my comments:
- google had the option to adjust my budget if they deemed it was not effective - I've never heard of this one, are you sure about this?
- Goog;e is a really big co and things go wrong, I had a really bad situation where all of our managed ad accounts went dead and on and off by themselves for about 21/2 months cost our business and absolute fortune (to us) in lost management fees and refunds to customers it was awful and nobody at all could help, then one day after 2 months+ it just came right - so yes really bad stuff does happen - nobody accepted responsibility and nobody paid us any money.

BUT life goes on, trust yourself if things are weird and it's not you then stop your account and disconnect you billing try it again and if you have issues get a new account - lots of people get a bit 'google eyed' and think it is all perfect - it is not - but there is nothing malicious going on it is just a really massive company doing its best to service an utterly enormous number of customers.

so anyway sounds like you have a solution now, AdWords is an awesome advertising opportunity - use it again and keep an eye on it until you feel safe, set up some spend alerts in GA if you like so you know if something is going weird.

then make use of this great community forum to make the most of AdWords and other PPC services - Google provide this free at what would be a rather large cost so there is give with the take.

Good Luck.

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