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Account Suspended?

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

My business account which is over $40,000 year on year was suspended 3 days ago without any notice. 2 weeks ago Google queried receipt of payment and proof was sent immediately and we heard nothing more. Following suspension and after several calls, further evidence of payment was sent as requested by Google in a screen shot from our bank account. It is now 3 days later and over 10 more calls to customer service and the account is still suspended, This is totally unacceptable and I understand we are not the only company with this predicament. 

WHAT ARE MY OPTIONS? CAN ANYBODY HELP????????

1 Expert replyverified_user

Re: Account Suspended?

Top Contributor
# 2
Top Contributor

Hello;
I understand your frustration and disappointment. However, billing /payment issues are account specifics. Since we do not have access to the account we cannot help with that.

I will refer your case to a Google specialist. 

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?

Explorer ✭ ✭ ☆
# 3
Explorer ✭ ✭ ☆
see if you can get ahold of an account manager.

Re: Account Suspended?

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

I have spoken with many customer service representatives over the last 3 days and get the same reply which is they have escalated the response. I still have no adwords and my business is being negatively affected at my busiest time of year causing me extreme loss of business but still my account is cancelled! However I did receive my latest bill today, at least some things are working at google billing! Needless to say Google legal have been informed since last Thursday - to date I have received no reply,

Re: Account Suspended?

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

How could you understand my frustration when ironically, like yourself, I am unable to speak to anyone who is directly able to solve this and as it (September) has been paid and subsequently the following months payment (October) has also been paid I still have no idea when and if my account will be reinstated. I am constantly given the same reply you gave and also told that billing and collections have no public interface who are obviously the people I need to speak to. THIS IS BY FAR THE WORST I HAVE EVER BEEN TREATED BY ANY COMPANY FOR ANY ISSUE - This is appears to be pure stone-walling.

Re: Account Suspended?

Explorer ✭ ✭ ☆
# 6
Explorer ✭ ✭ ☆
I feel ya, we're going on day 15 with no response... we have received this response everyday after we submit a reply:

"Dear Advertiser,

Please be informed that I am currently out of office and would get back to you within 24 to 48 hrs.

I apologize for any inconvenience caused.

Sincerely

The Google Adwords Team"

It is very frustrating because how can Google be out of the office for 15 days straight?

Just hang in there and hopefully you will get resolution soon. It's good to find someone in the industry who has contacts to an account manager, luckily my former employer is a search partner with Google so we are able to get extreme matters looked into now.
Marked as Best Answer.
Solution
Accepted by Mini-CM (Community Manager)
September 2015

Re: Account Suspended?

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

Well finally after 6 very frustrating days my account was reinstated! The manager who finally called me back did say that Google would give me some form of credit to compensate me for the loss of sales and frustration I had to endure, I do hope they are good to their word as this has cost my business thousands of dollars at our most improtant time of year!

Re: Account Suspended?

Explorer ✭ ✭ ☆
# 8
Explorer ✭ ✭ ☆

Took them over 20 days to issue us a credit. Goodluck and congrats on getting your account reinstated! Happy Holidays!

Re: Account Suspended?

Community Manager
# 9
Community Manager

Hi TryThat,

 

Thanks for posting the update here,

Mini