Google AdWords charging me fees for ads that were not running

dorisr

Hello,
I have been charged on multiple occasions by Google AdWords for a service that essentially wasn't delivered. Shortly after the creation of my very first test advert, AdWords sent me an email highlighting that the ad violates their policy and wasn't running. I didn't think I would be charged if it wasn't running? I left the first 2 charges slide but after contacting their customer service team, was appalled to see that some of my ads were still running without my knowledge. Recently I was charged another £62 for an ad that was clearly stated as "violating AdWords' policy" in one of their emails to me. Other people have gone through this as I have seen similar complaints on the AdWords community forum.
In signing up with Google AdWords, customers are forced to input their bank details and create an ad straight away. It is my own fault for being too naive and inputting my bank details, but surely if the ad wasn't running properly I should be given a refund? Especially for the £62 which were charged because of an ad running without my knowledge.

Does anybody have any advice on this? What would be the best body to contact?

Thank you,
Doris

eddddy

I guess the key question is: You entered into a contract with them - have they charged you in line with the contract (terms and conditions) that you agreed to?

As you agreed to the t&cs, you cannot now decide you don't like them.

You could ask them to clarify which terms in the contract they are relying on to make these charges, if you want.

But... if you think that they have charged you more than you agreed to in the contract, and they are refusing to repay you, ultimately you could make a claim through the small claims court.

dorisr

I received an email specifically saying that the ad wasn't running due to violating policy. Then when I call the advisors they say that people clicked on the ad therefore I have been charged. The information they give me is contradicting: on the one hand people clicked on it and on the other hand it's not running. I simply don't understand how you charge a customer for an ad that isn't running.

Anyhow thanks for your advice.

bris

Read the terms of your contract with them. There will be something in there telling you what they will do if the ad violates their policy.


It mays be that you simply change the ad to suit and therefor still running the contract.


It may also be that you didn't follow the rules so not their fault and the contract still runs. You need to read the contract carefully to see what it says, your not a consumer so as a business you are expected to read contracts you sign.