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DOUBLE CHARGE for new account

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

I am a new user to GoogleAd. I made a payment to my new account, and was appalled to see that my credit card bill was charged twice.
Upon requesting that they refund me the double charge, they instead informed me that I had “made a double payment”. DOUBLE PAYMENT? Why in the world would I want to do that? And if I insist on a refund of the double charge, they replied "This is only possible if you cancel your account and request for a full refund of the whole balance. The refund process will take around 1-2 weeks. At this time, all your campaigns would be paused.” Of course, they assured me that the double charge is still for me to spend. But this is not the issue. The issue is “I WAS CHARGED TWICE BY THEM”. I DON’T WANT TO CANCEL AND STOP MY ACCOUNT. I ONLY WANT WHAT THEY HAD DOUBLE CHARGED PAID BACK TO ME.
Somehow, I felt this was a SCAM. They double charge you, then they tell you that to get a refund you have to cancel the account when your campaign is already running, so this will put you off from insisting on getting a refund. I wonder if the so call GoogleAd Specialist have some quota or target to achieve. And that’s why this had happened.
What is now the option for my situation??!!

1 Expert replyverified_user

Re: DOUBLE CHARGE for new account

Community Manager
# 2
Community Manager
Hi Elaine T,

Welcome, and thanks for posting your question to the AdWords Community.

It sounds like you have made two Manual Payments to your AdWords Account. The AdWords billing system will not take two separate payments from your account without being instructed to, it would have been something that you triggered twice by making two payments.

You are correct in saying that the only way that we can refund funds from your account is upon Account cancellation. And yes, you can spend the entire amount on your AdWords Account going forward, credit amounts on your account will never expire.

As the Community team do not have access to your specific account details, I would recommend that you get back in touch with the AdWords Representative you spoke with to get details about the specific times that these payment went through, if you need more information.


Re: DOUBLE CHARGE for new account

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Hi Kathleen G,

Thanks for your response.

No problem. I will just cancel my account as I felt victimised.