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Overcharged and no one is owning up

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hi everyone.

 

I was wondering if anyone had been overcharged by AdWords and have had luck in getting their money back. I set a rule for the campaigns to stop running after an allotted amount is spent, and I checked in randomly at one point and the total spend was almost $300 over and the rule hadn't run, and there was no indication that it would run. So I immediately stop everything.

 

Through many back and forth emails, they were claiming that it would've run if I hadn't touched anything and tried to send me screenshots saying the total spend was still under budget, which would only be correct if you were looking at one ad group. I sent them screenshots of my own and someone just called me today to say that there was no point in arguing because if he were to relay what I'm saying to their tech support team, they would just tell him to tell me the exact same thing.

 

I feel frustrated. Not only has this affected my budget for other ad networks, I don't appreciate them telling me that I don't know what I'm talking about even though I have been a long-time customer and have an in-depth knowledge of the tools and practices. What's worse is that towards the end, after he said that there's no point in going further, I said "Well, do you have a resolution?" to which he responded "I will give them your feedback, have a good day, thanks" before hanging up on me.

 

Any light that any of you can shed on this would be much appreciated. I feel that it's no longer about the money per se, but I no longer have faith that I can trust any automation in this service and the whole point of it was so that I wouldn't have to constantly check on the ads. 

 

Thanks. 

Re: Overcharged and no one is owning up

Community Manager
# 2
Community Manager
Hi Melanie,

Welcome to this Community. I'm sorry you had an unpleasant experience. I have requested a specialist to call you regarding this issue.

Stay tuned and thanks for your patience,
Mini

Re: Overcharged and no one is owning up

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Well, so much for that.

No call yet and even if they did call, they're never going to accept fault and return my money. Guess they're expecting me to just give up at this point.

Thanks for replying, I guess.

Re: Overcharged and no one is owning up

Community Manager
# 4
Community Manager
Hi Melanie,

It looks like a support specialist tried to call you at the contact number within your account. I'm going to email you right away to get your best contact number.

Watch out your inbox (email associated with this Community login),
Mini

Marked as Best Answer.
Solution
Accepted by Mini-CM (Community Manager)
September 2015

Re: Overcharged and no one is owning up

Community Manager
# 5
Community Manager

Hi Melanie,

 
I rechecked with the specialist and confirmed that a higher level supervisor already spoke to you and conveyed that this issue cannot be escalated any further as the account changes were made by you. 
 
Sorry, we are unable to help beyond this.
 
Best,
Mini