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Suspension due to Suspicious Billing Activity

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello Community,

 

I do sincerely hope I'm not being overly preemptive in my posting this evening but, as an advertiser with mild experience with AdWords I feel as though I have encountered quite the odd situation.  I have already submitted the first round of contact forms so, again, if I'm being too impatient with my post here I do very much apologize.  The site in question is:  http://bit.ly/1lVVBa9. I can paste the auto-return email from support if necessary along with the case number (wasn't sure if I was supposed to or not...)

 

Alrighty so here is where I'm at: The company of the site just rebranded and as a business with some years under its belt there have been quite the number of hands in the marketing jar and as such a lot of duplication has accrued without any knowledge to the business owner. When their new site went live I ensured that I did a proper server-side 301 from old to new and submitted a change of address in WMT to indicate that the new domain should be the one to show in SERPs. Despite this, there are two old My Business listings for the page - one I have deleted altogether and one that I cannot, for the life of me, get access to in order to shut down.  Due to the timing of everything and the delay to stop serving up the old site, there have been noted instances in the SERPs where both domains are being served, including via the My Business listing that I cannot gain access to. Despite this, I have sent the My Business team a request to look into the old listing and have politely requested its removal and/or further direction in resolving the duplication. Here's where the AdWords bit comes in...

 

After cancelling all ads and ad accounts related to the prior domain via the at-time provider, I created a brand new account to manage the ads for the business as it as now become more so of an internal affair. The ads, which had good positioning and quality score out of the gate, ran for about 36 hours and were then suspended as noted by the notification in the campaign manager ("We've identified suspicious behavior in the payment activity of this or your other AdWords accounts. To help prevent any unauthorized activity, we suspended your AdWords accounts" ) and on the help pages (Your account is suspended because your billing information can't be verified).  

 

While the payment method that is in billing is a newly-issued form, I have also verified with the financial institution that the first transaction was successfully processed, about 24 hours after campaign start. Based on my research through Community posts in the last 24 hours I see that a number of other individuals have posted in reply to this notification with varying results that seem to be in a similar situation. Granted some seem to actually be using suspicious payment methods while a handful seem to be affected by a flag that was raised in the system and were able to have the issue resolved one way or another. In my case, the billing info is legit, and has already been used to process that initial transaction. 

 

At the end of the day here, my objective is to keep the business on  the straight and narrow and advertise for it only in the most ethical of fashions. These last 24 hours have been tough though as I cannot speak to Support via a phone call and am just waiting for a reply on that initial form submission. I feel as if I could just have an opportunity to actually speak with someone on the phone and deliver the landscape-view of the situation at hand, a resolution or at least some direction thereto could be established.

 

Anyway, Community many thanks for reading my novel of a post and I look forward to any and all insight that you may be able to provide me. If I need to just hone my patience, I get that too.

 

- Sean

1 Expert replyverified_user

Re: Suspension due to Suspicious Billing Activity

Top Contributor
# 2
Top Contributor

Hi Sean;

The case is clear;

It sounds  that there has been an issue with payment.

Have you submitted the following form for a review?


https://support.google.com/adwords/contact/pf_suspended

 

Two minor corrections that might have triggered the system;

  • Since you promote medical services in the state of PA, you must comply with all regulatory requirements of the State (e.g. Show certifications / registration # of the clinic and the physicians.)
  • I'd recommended to remove the anonymous testimonials.
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Suspension due to Suspicious Billing Activity

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Hey @MosheTLV,

 

Many thanks for your reply last evening, I really appreciate it.

 

I have not yet filled out the form in which you reference. I only submitted through the general contact form and got an auto-reply that stated that a specialist was on the case and reviewing the matter. I didn't want to come off as "pestering" without having a reply back to that initial correspondence. Is it your recommendation that I submit that form anyway?

 

As for your recommendations regarding content, again, I really appreciate it. The 'anonymous' testimonial content is a no-brainer, and I'll move on that now. As for your recommendation regarding regulatory requirements (certifications, etc.) that shouldn't be an issue to make happen at all - I'm just curious how that should be presented in the proper fashion. I scoped the competition in the area since your posting and haven't been able to find a presentation of that content. Do you know of any examples that may assist in this effort so that I'm fully within spec?

 

That first 'forum' post is always a gut-wrencher, and I appreciate you taking the time to respond to me today. 

 

- Sean

Re: Suspension due to Suspicious Billing Activity

Top Contributor
# 4
Top Contributor

Hello again Sean;

Yes; submit the form - since this is a billing issue,  and submitting the form  is the process for an appeal on billing issues.

As for the regulatory requirements:

  • For physicians, I would add their certification number at the end of their bio;
  • And for the facility/ clinic itself:  at the "about us". (Only if PA requires health clinics to be registered / certified. Physicians are required - no question.)
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: Suspension due to Suspicious Billing Activity

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

Hey @MosheTLV,

 

Thanks for checking back in after my returned set of questions. I've gone ahead and filled out that form and am working to get that information up on to the site as you recommended. 

 

Thanks again for your assistance.

 

- Sean

 

 

Re: Suspension due to Suspicious Billing Activity

Top Contributor
# 6
Top Contributor
Sean;
Please keep us updated on the progress.
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’