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I am in shock.

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭
I opened an Adwords express account for a friend who sells chickpeas online. I had a voucher that I could use for him.

When I signed up and entered my credit card, I noticed that Adwords express is quite different than Adwords, and that I wouldn't be able to choose which keywords I wanted and bid accordingly.

Well that's no good, I thought, so I tried to just remove my credit card to avoid getting billed for anything.

AWX wouldn't let me.

So then that's fine I'll just deactivate the campaigns.

So I did.

5 days later (today) I check the account.

I was SHOCKED to see that the campaigns were running, and I had a balance of $1600 owed!

HOLY MOLY.

I immediately turned the ads off (again) and nearly had a nervous breakdown.

I am now waiting until Monday to talk to someone.

This is insane. I know I turned off those ads, because I created similar ads in my Adwords account.

I am very upset, angry, and scared that I'll be met with customer service that doesn't care.

I guess I'll see on Monday...
2 Expert replyverified_user

Re: I am in shock.

Collaborator ✭ ✭ ✭
# 2
Collaborator ✭ ✭ ✭

Hello,

 

I have gone through most of the articles covering issues regarding AdWords express from this forum but there was no similar problem reported so I cannot provide you with a link to a solution. I can only hope that you will get things solved next week . Keep us posted.

 

Thank you for writing.

Re: I am in shock.

[ Edited ]
Top Contributor
# 3
Top Contributor

We have no access to check individual accounts, settings or billing;

I escalated your case to Google. A support specialist will contact you.

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: I am in shock.

Google Employee
# 4
Google Employee

Hi Simon,

 

I've asked one of our AdWords Support specialist to contact you regarding theAdWords Express issue you reported on the Community forum. Please let me know if they are able to resolve your issue. Thanks. 

Re: I am in shock.

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Thank you guys. I will be calling support first thing tomorrow morning.

Re: I am in shock.

Google Employee
# 6
Google Employee
Simon,

Did an AdWords Specialist contact you about your AdWords Express billing issue? If so, was the issue resolved? Please confirm.

Thanks,

Re: I am in shock.

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭
Hi John,
I have been talking to Ben S. in the customer support dept.
He is working on my behalf, but there has been no solution yet.

What happened was I tried to remove my card on file to avoid any ads running, but because I didn't close all 3 of my ads, 2 ran for generic, high trafficked keywords. So I spent nearly $2,000 on keywords that would never convert for me.

It's a very stressful situation, and I hope it gets resolved in my favor, else I am in the creek without the paddle, so to speak.

Re: I am in shock.

Google Employee
# 8
Google Employee
Simon,

Ok thanks for the update. I am hoping that Ben will be able to resolve the issue to your satisfaction. Please keep us updated on when the issue is resolved.

Re: I am in shock.

Visitor ✭ ✭ ✭
# 9
Visitor ✭ ✭ ✭

Hi JP, just thought I'd update you and anyone else who's interested.

I received a proposed solution, but I'm not happy with it. Again to refresh here - I clicked to remove my credit card, and clicked to stop my ads, but apparently I messed up and only closed 1 of 3 ads. So I paid for ads like "recipes uk" and "food" which were so broad and unrelated to my target page.

 

In all I was charged $1,960 in 5 days.

 

This is the response I received, and I want to preface that Ben S. has been very gracious and kind with me. I just am not happy with this resolution, and I'm hoping it can be made much better, especially when considering that I never wanted these ads run (which is why I removed my credit card - or tried to)... and when considering that Google gives out so much promotional adwords spending money, I thought they could be more generous than this. 

 

Basically, without copying and pasting for fear of violating any privacy issues, they offered me a $500 credit, and deemed the rest of the spend as valid.
 
 
So - that's where we stand now. I was really hoping that I wouldn't be left with $500 in Adwords credit and a $1460 hole in my pocket for ads that I didn't want to run.
 
Adwords Express is something that I do not recommend. Better to bid on your own keywords and not end up bidding on "Recipes" and "food" because Google deemed it was relevant. 
 
- Simon

 

 

Re: I am in shock.

Google Employee
# 10
Google Employee
Hi Simon,

First I want to let you know I am sympathetic to your situation. Secondly, my suggestion is to reach out to Ben with your concerns. At this point, the final decision will be with supervisor or manager in Ben's department. I hope that they can reach a decision that will be to your satisfaction.