Google has taken £500 & I can't speak to anyone about it

SnapperUK

Thank you for taking the time to read this message.

I am a freelance photographer & film maker and like thousands of others in all sorts of businesses use Google Ads to drive a bit of traffic to my website.

My Google ads account has been illegally accessed (hacked) and used to create unauthorised ad campaigns that has racked up a huge bill and caused my account to be suspended by Google. The reason Google gave for suspending my Ads account was that the destination website was a phishing scam. I have no knowledge of the site. A total of £514.26 has been stolen in about 48 hours. So far Google has done nothing to help resolve this issue, only sending emails saying that the account is still suspended. 

In the current situation this is a big blow. The pandemic has struck my business incredibly hard and I can not afford to write off this money.

While I am grateful that Google suspended the account when they did in order to prevent further loss, it is imperative that Google refunds this money. The money was paid to Google from my credit card which is linked to my Google Ads account. Google has the money that was stolen from me. They are the main beneficiary of this crime.

The first I noticed of the unauthorised ads created on my account and incurring the charges and wrath of Google was on Sunday (Nov 29th) night when I received an email from Google about the suspension of my account. I thought it was a mistake and immediately wrote back. It was only later when I checked my ads account that I realised that somebody had broken into my account and created the offending campaigns. The some of the details of the rogue ads are in Russian. The campaigns have NOTHING to do with me. I have no knowledge of who created them, how they accessed my account or who the beneficiary of the scam they were advertising is. I can not stress enough, that this has NOTHING to do with me. 

I have changed my password and scanned my Mac for viruses. I have no clue how anyone could have accessed my account. I have not shared my password and do not re-use passwords. All my Ads work is conducted on my laptop which is at home, from where I am working at present. I did not immediately remove the offending ads because I wanted to leave them in place while Google investigated. 

I have sent several messages to Google appealing the suspension and outlining the stolen money. I have tried calling but no-one will talk to me while my account is suspended.

It is intensely frustrating that all I can do is complete online forms and seem to get generic replies, no details about next steps or what I can do to resolve the matter.

This standard reply...

After reviewing your case and taking your feedback into consideration, we've confirmed that your account was and still is in violation of our Google Ads policies.

As such, we will not be reactivating your account. Please don't create new Google Ads accounts, as these will be suspended too. When we suspend a Google Ads account, the suspension applies to the account owner and any current or future linked Google Ads accounts. 

It seems that Google has not made much of an investigation or even read the details of my case, but just replied with standard form emails. I have requested Google to conduct a proper, thorough investigation of this theft. Google should immediately re-credit my ad account with the stolen money. 

I have reported the theft to the police. I have screen grabs, which I can supply, that show the account and money coming from my account.

Please could you offer advice on how I can get this sorted out? 

Thank you for reading this message and for any help you can provide.

Yellow_mango

Can you claim through your credit card?

[Deleted User]

Your thread seems mis-titled.  Google hasn't taken your money. The person who hacked your account has taken it so you're looking to the wrong entity to refund you.

Your best bet is to report the fraudulent use of your card to your card provider. 

SnapperUK

Deleted_User said:

Your thread seems mis-titled.  Google hasn't taken your money. The person who hacked your account has taken it so you're looking to the wrong entity to refund you.

Your best bet is to report the fraudulent use of your card to your card provider. 

Thank you for your reply. The money has gone to Google. They have received the stolen money. Money that was stolen on their platform. The hackers stole the advertising from Google who then charged me for it.

SnapperUK

Yellow_mango said:

Can you claim through your credit card?

I did call the credit card company but they were useless, saying I needed to take it up with Google. I may try again now I have a crime reference number.

[Deleted User]

That's correct. They were given the money. The money was received by them. A third party handed them the money.

They didn't take it.

You need to address the proper cause, not the retailer.

SnapperUK

Would it be possible to claim under Section 75?

[Deleted User]

No, because that would mean you admitting it's your transaction.

You need to report it as a fraudulent transaction.

Voyager2002

I suggest that you WRITE to your credit card company, stating that your card was used fraudulently and so the transaction should be reversed. Quote the police crime reference.

A more serious issue is how you replace Google as an advertising method.

jon81uk

Set up two-factor authentication!

SnapperUK

jon81uk said:

Set up two-factor authentication!

Yep... done that now.