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Paiement rejected, wrong balance, account blocked

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello,

 

My Adword account is buged with an automatic paiement of 500€ that was rejected and for each tentative was increasing the account balance by the same amount. Basically my balance went from 300€ to 3300€ due to my paiement being rejected 6x (the automatic paiement was previously working ok).

 

The paiement has been processed so now I don't have any cash on my bank account. My Adword account is still blocked so I'm loosing my Adword clients. On top of that the initial bug is happening again and my balance is increasing. 

 

Because my Adword account is blocked I can't reach the Adword team through tel or chat. They are not responding to my mails despite several attemps. I have a small business, Adword is my first cost center and the client service is non existent, I'd go to the competition if there was any, I can't wait for this monopoly to end.

 

Hugues

2 Expert replyverified_user
1 ACCEPTED SOLUTION

Accepted Solutions
Marked as Best Answer.
Solution
Accepted by KathleenG (Community Manager)
September 2015

Re: Paiement rejected, wrong balance, account blocked

Community Manager
# 7
Community Manager
Hi Hugues,
I'm going to reach out to you via email. Please look for an email from me in your inbox.

Kathleen

View solution in original post

Re: Paiement rejected, wrong balance, account blocked

Top Contributor
# 2
Top Contributor
Hello,

Did you try contacting the AdWords Support via email:- https://support.google.com/adwords/answer/8206?hl=en&hlrm=en

Pankaj

Re: Paiement rejected, wrong balance, account blocked

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
Yes i did several times and I haven't heard from them

Re: Paiement rejected, wrong balance, account blocked

Community Manager
# 4
Community Manager
Hi Hugues,
I can see that the AdWords team have indeed replied to your emails. Since we do not discuss account specifics on the AdWords Community (for your security) I would suggest you continue the correspondence with the Online Specialist that has been in touch.

As for your issue with the payment being rejected, its really important to have a valid form of payment on your account, and I would always recommend a back up, for instances such as these.

Kathleen

Re: Paiement rejected, wrong balance, account blocked

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Hi Kathleen

My account was reactivated yesterday, so I called proactively the Adword team, exciting first contact, after a laborious chat I finally received a response by mail that explained that my bank opposed the paiements which explained the additional debits of my balance.

I talked with my bank several days before i could reach anyone at Google. They told me that they never opposed any transfers from Google and that it's a recurring issue with Google.

And now, i still have no cash in my bank account, a bug that taps my balance whenever it feels like it, 2 days of Adword clients lost and Google that tells me that its normal. Awesome.

Hugues

Re: Paiement rejected, wrong balance, account blocked

Visitor ✭ ✭ ✭
# 6
Visitor ✭ ✭ ✭
Quick update : no solution from Google on my problem to date.
Marked as Best Answer.
Solution
Accepted by KathleenG (Community Manager)
September 2015

Re: Paiement rejected, wrong balance, account blocked

Community Manager
# 7
Community Manager
Hi Hugues,
I'm going to reach out to you via email. Please look for an email from me in your inbox.

Kathleen