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Account Suspended Tech Support

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello, i had recently got my account suspended due to an accidental charge back, I've submitted proof of $0.00 balance with Google Ad-Words, provided proof of bank statement showing that i paid my balance with Ad-Words. I Explained about the misunderstanding on accidentally using my personal card for automatic payment setups when i first opened the account. So while i was actively paying my balance with my Business debit card, a charge was processed for $50 that did not match any other manual payments i have made. So naturally when the bank called me for irregular activity i went ahead and disputed the charges with out any knowledge of it being a Google Ad-Words charge. Of course this was all my fault, however it was an honest mistake and really had nothing to do with money. If i would have known it was an Ad-Words charge i would have left it a is. In 10 business days i received a call saying that the account was re-opened and that the situation was understandable and resolved. The representative explained it would take 2 hours to reflect my account,  But it has been over 5 business days since then and it still says that my account is suspended. Please, can anyone call me to explain to me what else happened? My website follows all terms and conditions that The Google Ad-Words team has set in place. Any help would be appreciated. I'm feeling extremely helpless at this point and fear of my investor pulling out all funds to my business. This is my first Ad-Words account ever and my first website ever. Please signal boost this to the Tech Support team to reach out to me. I have a marketing budget of $8000 a month SOLELY on Google Ad-Words. Not sure if its because multiple reps have received my email because in all honest I've emailed them over 10 times in a week showing proof of everything they requested. I have received 2 personal emails back, with 2 different representative names. One understanding the situation saying he is sorry for the inconvenience and reported to Tech Support, the other person saying that my account is under review and that they will not re-open my account until i have provided proof of everything, which i already did, but still went a head and responded to that email with full explanation and proof of what happened and haven't gotten a response in 3 business days. I AM SO CONFUSED. I just want a representative to contact me and tell me what i can do about this situation. 

2 Expert replyverified_user

Re: Account Suspended Tech Support

Top Contributor
# 2
Top Contributor
I suspect that the issue is not with "billing" (which as you said, was sorted out), but with the website you are promoting;
Can you share the website URL?
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: Account Suspended Tech Support

Google Employee
# 3
Google Employee

Hi there,

 

Thanks for your post. Sorry to hear you're having a hard time trying to resolve your issue. 

 

As far as I'm aware, the AdWords Support Team can escalate to request unsuspension for chargeback issues. However, it is the specialist team that will make the final decision. My understanding is that they aim to resolve these issues within 24/48 hours. 

 

I'd recommend getting back in touch with AdWords Support to see if you can get an update. 

 

Best of luck! 

Re: Account Suspended Tech Support

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

I figured it had to be billing, The Red Bar at the top of my page first said "Temporarily suspended for a charge back" Then after i submitted all documentation showing and explaining my situation, i got the phone call from Google telling me we were good to go, & now the update says "Suspended because they identified suspicious activity in the billing information" The site is federalstudentdebtsolutions.org - it's build to inform and drive business towards my company, mostly generate live calls. I sure that it follows all of Ad-Words policies to the best of my knowledge and research. Please, if there is anything you see wrong with my site please advise me, i will be more than happy to correct it. Take down info, add on info, whatever it takes. After all it is my first ever build website and Ad-Words account. I'm digging my feet into the sand here and was giving such a great opportunity by a helping hand to start my own business & it would be pretty much devastating for it to fall on its face because i was dumb enough to not realize what card i used when i first opened the account. & dumb enough to the 3rd power that i didn't realize or even ask my bank WHAT the $50 charge was for, i just said, "Yeah go ahead and dispute it, i haven't made a $50 payment on that card in the recent months" and went right back to working on my website -___- On top of that, the automatic payment of $50 that the bank contacted me for did not match any manual payment i had made with my business card on the Ad-Words account. (Which is clear in my billing history) So nothinggg added up to me at the time. Ugh what a headache, only for $50 which is NOTHING compared to the growth of this company. and the sad part, is that i did it all to myself. No error on Google's side or Bank side at all.. Out of desperation i tried reaching out to anyone for answers until i realized there was a community forum with people and similar issues. Please keep me posted. I'll be over here on my side of the computer just kicking myself in the head.  

Re: Account Suspended Tech Support

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
I have emailed the gentleman who contacted me with the situation of still being suspended. He told me the situation was forwarded to the specialist department. He contacted me again, today saying the new status of them identifying suspicious activity, which is why the Red Bar was updated. I replied with continuous snapshots of my desktop screen and Ad-Word account with highlighted fields of my billing history showing the mix up. Showing my $0.00 balance with google. Provided proof of last three bank statements of the full paid amount made out to google, proof of setting the business debit card to be my one and only source or payment. Just hoping it would get forwarded to the specialist team. I already called my bank to drop the dispute but it was already to late. Told them to even send the money back to google but they advised me they would not be able to do that unless i wire it, which i still don't have any problems in doing so. but it has been noted on my bank account that the charge back was a negligent error. But still have offered to 3 way call my bank and verify that the Visa card used for the $50 charge was my personal card and not a stolen one, since i was explained that fraud of that nature happens a lot with Ad-Word accounts.. One of the biggest problems i see, is that the business debit card is under my Investors name, but then again so is the entire business. Simply because i'm 22 and he has credit. but both he and myself are ready and available to provide all proof necessary to show what happened. Hopefully i get a response soon since this is such a critical time.