Resolving a Google AdWords Billing Error
December 11, 2014 8:46 AM Subscribe
Short story: We're up-to-date on our AdWords payments, but due to a glitch in their system, they still show us to be in arrears. We haven't been able to reach anyone who's able to ... fix ... the glitch.
We had a licensee back in 2012 who wasn't paying his licensing fee to us, so somebody in our company thought it would be a good idea to have him to pay our monthly AdWords bill to 'keep him honest'. He agreed to the arrangement and paid for a number of months.
When he stopped working with us in 2013, he reversed about $14K worth of AdWords charges on his credit card. We've since paid the $14K with a different card, but due to some glitch, the AdWords system thinks we're still in arrears (for $14K). We've called and talked with a number of people at Google, and they've admitted that it looks like a glitch on their end, and that they can see our payment, but no one has been able to clear out the erratic past due amount, so far, and we've spent a ton of time trying to find the right person to talk to.
We're not wiling to double pay the $14K, but we would like to get our established account up and running again. Is anyone aware of any magic that might help us to get this resolved so we can use our existing account and start sending Google more of our money again, or is starting up a new account the only way to go?
We had a licensee back in 2012 who wasn't paying his licensing fee to us, so somebody in our company thought it would be a good idea to have him to pay our monthly AdWords bill to 'keep him honest'. He agreed to the arrangement and paid for a number of months.
When he stopped working with us in 2013, he reversed about $14K worth of AdWords charges on his credit card. We've since paid the $14K with a different card, but due to some glitch, the AdWords system thinks we're still in arrears (for $14K). We've called and talked with a number of people at Google, and they've admitted that it looks like a glitch on their end, and that they can see our payment, but no one has been able to clear out the erratic past due amount, so far, and we've spent a ton of time trying to find the right person to talk to.
We're not wiling to double pay the $14K, but we would like to get our established account up and running again. Is anyone aware of any magic that might help us to get this resolved so we can use our existing account and start sending Google more of our money again, or is starting up a new account the only way to go?
Response by poster: Following up here - we have hit the Adwords Community Billing Forum - it's a bit of a joke, with a bunch of volunteer wannabe Google employees posting copy-pasted responses to practically every question anyone asks. It's a veritable wasteland.
I will check out Webmasters Stack Exchange, but I'm not super hopeful.
Honestly, I was hoping against hope for a little insider knowledge that might get us past the point we've already reached, which is further than the vast majority of the minions who've posted on the various community boards have gotten - we've actually talked to a live Google employee who's acknowledged that there seems to be a problem on their end, but doesn't have any idea how to go about fixing .... the glitch...
posted by syzygy at 11:11 AM on January 7, 2015
I will check out Webmasters Stack Exchange, but I'm not super hopeful.
Honestly, I was hoping against hope for a little insider knowledge that might get us past the point we've already reached, which is further than the vast majority of the minions who've posted on the various community boards have gotten - we've actually talked to a live Google employee who's acknowledged that there seems to be a problem on their end, but doesn't have any idea how to go about fixing .... the glitch...
posted by syzygy at 11:11 AM on January 7, 2015
This thread is closed to new comments.
Webmasters Stack Exchange is another good place to post.
posted by rada at 1:21 PM on December 11, 2014 [1 favorite]