Google Ads: refund
A Google Ads customer review by GetHuman user GetHuman-nasimma from December 9th, 2017
Background on GetHuman-nasimma's case
GetHuman: GetHuman-nasimma - can you tell our other Google Ads customers when your case took place?
GetHuman-nasimma: Yes. It was late at night, on December 1st.
GetHuman: Did you reach out to Google Ads, and if so, how?
GetHuman: And which of these common Google Ads customer issues best describes the reason you wanted to talk to them?
(Shows GetHuman-nasimma a list of common Google Ads problems)
GetHuman-nasimma: "None of those really matches why I wanted to call Google Ads that day." was why I was trying to call.
GetHuman-nasimma's review of Google Ads customer service
GetHuman: So how would you sum up your experience for GetHuman's Google Ads customer community? We'll censor any IDs, numbers, or codes and any inappropriate words here out of respect to the millions of other customers using this resource.
GetHuman-nasimma: refund
GetHuman: Can you tell the rest of us a bit more from what happened on 12/01/17?
GetHuman-nasimma: to whom it may concern*I am writing this to introduce the dispute which I was involved in with the other party, Google Adwords, for * months from December **** to May **** with an unsuccessful result.*I created an account on google adwords (https:**adwords.google.com) in December **** and paid $**.** for advertising my website. They provided the service for that whole amount and then I loaded my account by paying $**** for the same service (click-based advertising) then they immediately suspended my account without providing any explanation and clarification of what the reason was. I filled out their online complaint form and they emailed me saying that they would refund me $*,***.** within a week which never happened. Therefore, I opened a dispute on the whole $**** with my credit card company and had them look into the case. I also, in the meanwhile, kept filling out the complaint form on Google Adwords website but every time received the same auto generated template said that somebody would contact me soon. Moreover, I had numerous unsuccessful attempts to reach out to the phone number that I found online to talk to their customer service representatives but there was no actual person there to talk to the callers and every time a recorded voice asked me to fill out the online complaint form. After more than * month and half from the date that I received the email saying they would process my refund of $*,***.** within a week, some so called google adwords supervisor called me with a thick Indian accent at night. He mentioned that they could not process my refund as google adwords had already cancelled my account and the cancellation was because they was not able to verify my billing address which I am ***% sure was correct! He also mentioned that at that point I would have to follow up the case with my credit card company which is Macys credit card!! *During the whole * months that I opened the dispute, Macy did not send me even a single letter to update me of the status of the dispute. They even did not request me for any proof to back up my case. I myself had to ask them four times to send me a letter of proof request so that I could provide the email that Google adwords had sent me regarding my refund. I doubt they have even any idea what the process of a dispute is. They extended my dispute duration which normally is *-* months to * months saying that the other party had not been communicating with them. At the end, they closed the dispute and sent me a paper letter said “Due to amount of time that has elapsed since this charge was first billed, we no longer have source to obtain credit for this charge”. *I want to file a legal lawsuit for both Google adwords-that had charged me for $**** for a service that was never provided and I want my whole $**** back- and Macys- that terribly treated me as a customer at whose service they were. Macys made several false promises by saying that they would cancel this charge and resolve the issue. They wasted my whole * months and put me into stressful situations multiple times- by making me talk to numerous customer service agents, supervisors, managers, making me explain the whole story numerous times, putting me on lengthy holds for more than **-** minutes every time. Every month before my minimum payment was due I had to call them to explain the whole story and make sure whether I was still fine if I did not make the minimum payment. Because they were a mess, they mentioned I would not have to make any payments as long as the whole amount was under dispute but there was a time I received a phone call from a collecting company. They gave me a hard time by what they mentioned. It is worth mentioning that Macys agents tricked me to open this credit card by saying that they were American express while they were not, but I realized it too late after I had applied for it. Their rank is * star out of *. I just want to know what my chances of winning are.**Regards,*Nasim
GetHuman: Let's quantify your experience contacting Google Ads. On a scale of 1 to 5, how easy is it go get help on a Google Ads problem?
GetHuman-nasimma: I'd give them a three out of five for ease of finding your way to help.
GetHuman: What about quality of communication. How would you rate that on a 1 to 5 scale?
GetHuman-nasimma: I'd give them a two out of five on communication.
GetHuman: And what about Google Ads's ability to quickly and effectively address your problem?
GetHuman-nasimma: For that I would say one out of five.
GetHuman: And finally- any advice for other Google Ads customers?
GetHuman-nasimma: Call them early in the day or late. Don't forget any personal or account information you might need for Google Ads to know who you are.
GetHuman: Well there you have it. Some useful feedback and words from GetHuman-nasimma taken from his Google Ads customer service problem that occurred on December 1st, 2017.