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Disputing charges to a nonprofit ad words account

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello,

 

My organization has a nonprofit Ad words account which was created well-before my arrival (about 5 years ago). I have been an owner on the account for the past year and a half and received my first message to update my billing information over the December holidays. I entered in billing information and it wasn't until earlier this week that I noticed my account had been charged about 70k so far.

 

We are in the process of disputing the charge, and I'm curious to hear if anyone else has had this issue. Google is refusing to refund the money, using the reasoning that whoever created our account should have told me never to enter in billing info -- even if asked to do so by Google.

 

I'd be grateful to hear any insight of experience with a similar issue.

 

Thanks,

Alex

2 Expert replyverified_user

Re: Disputing charges to a nonprofit ad words account

Top Contributor
# 2
Top Contributor

This is correct; and well known that grants account should not enter billing info - otherwise charges will be incurred.

But, let me ask our grants specialist to comment on this.

@RobertCoats ?

Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
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Re: Disputing charges to a nonprofit ad words account

Top Contributor
# 3
Top Contributor
Hi Alexandra,
I am sorry to hear about the misunderstanding but it sounds like you set up a regular (paid) AdWords account and not an Ad Grants account. Unfortunately (and As @MosheTLV mentioned) once billing information is entered, you are responsible for all costs incurred.

I have reached out to the Grants team but policy is pretty strict on this.

You mentioned that the account is about 5 years old... has it been sitting dormant all this time? Was it previously running?

Some secondary items for you to be aware of:
Additionally, once billing information is entered into an account, the AdWords account can no longer be used for an Ad Grants account and it becomes a regular (Paid) AdWords account and a new AdWords account will have to be created to be able to be used with Ad Grants.

It is important that the Account Creation Guide is followed when setting up an Ad Grants account. https://support.google.com/grants/answer/1689506?hl=en

Again, I am sorry to hear what happened and sorry that I do not have better news for you. Once I hear back from the team, I will let you know.

Re: Disputing charges to a nonprofit ad words account

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭
Thanks very much Robert. We have been in contact with someone in customer service who is escalating this, and we are hopeful. We appreciate you bringing this to the attention of the Grants team as well.

Alex

Disputing charges to a nonprofit ad words account

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

In a similar situation and am curious of your outcome.

 

Disputing charges to a nonprofit ad words account

Top Contributor
# 6
Top Contributor

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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’