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Adwords billing error
Need to find adwords contact info for weekends urgently
Roe352

5+ Year Member



 
Msg#: 7462 posted 2:50 pm on Feb 4, 2006 (gmt 0)

Recently, I was having a problem with my impressions after an account review, which has since been successfully completed. I waited 5 days and nothing... so, I tried raising my CPC from a few cents it was at to 20 cents. That did the trick. Then, as I was suddenly getting maximum delivery again at 20 cents, I started lowering the number (content network only) to a number that would be appropriate for the niche industry I'm in. I lowered it a few times across my campaigns and then entered X cents..... leave the house for a few hours come back to find that my campaigns daily budget was completely full. I was sooo happy that I got all these impressions after waiting 5 days with no impressions. But, then I added up the click amount and the CPC and saw the total and it did not make sense at all. They had charged me X0 cents per click, instead of X cents (i.e. 90 cents instead of 9 cents.)

Now, this morning I have 4 figures worth of charges, ON my credit card, for 2-3 figures worth of clicks. This is absolutely ridiculous. There is noway to talk to adwords billing support over the weekend, is there!?

I tried the 1866 number, tried email, tried live chat, nothing so far. Does anyone know how to get in touch with them on saturdays?

Also, comments on my situation please. Are they friendly for billing disputes like this? Are they going to realize that if I was getting max on 20 cents that there would be no way on earth I would raise the bid price higher and see that is what I was doing with my other campaigns (lowering the bid to find the magic price)?

 

naplesdave

5+ Year Member



 
Msg#: 7462 posted 3:28 pm on Feb 4, 2006 (gmt 0)

Hi Roe,

Even if you accidently bid .90 instead of .09, you don't actually max out at .90 UNLESS you have bidders above you.

An example; I have a few words bid at 1.00, but because of low competition, only reach .13 per click.

Google AdWords Support is very good to deal with. They will review your data and tell you what the system shows. However, if they show a .90 in their data - don't expect a refund.

As far as getting a hold of them, even if you did on the weekend, I doubt this would be resolved quickly.

Let me know if I can help further.

Roe352

5+ Year Member



 
Msg#: 7462 posted 3:33 pm on Feb 4, 2006 (gmt 0)

Yah, I see what your saying. The actual price per click (on average) that I paid was less. So, it's just a matter of the error to be that high in the first place, which I hope I can be credited for ASAP.

Roe352

5+ Year Member



 
Msg#: 7462 posted 3:49 pm on Feb 4, 2006 (gmt 0)

naplesdave,

You don't think they would give a refund for an error that large? We're talking about a 4-figure amount that was spent in error. I'm sure they will realize the pattern in my bids and settle the situation peacefully.

buckworks

WebmasterWorld Administrator buckworks us a WebmasterWorld Top Contributor of All Time 10+ Year Member



 
Msg#: 7462 posted 3:52 pm on Feb 4, 2006 (gmt 0)

How do the charges compare to your daily budget?

Keep in mind that "spent in error" is quite different from a billing error.

Roe352

5+ Year Member



 
Msg#: 7462 posted 3:57 pm on Feb 4, 2006 (gmt 0)

Well, ya, that's the point... They are 10 times higher than I have ever spent in a day in my life on adwords. The total charges are almost exactly what my daily budget is set for. I am a long time publisher, and just came back a few weeks ago after not using them for a few months.

Israel

5+ Year Member



 
Msg#: 7462 posted 4:12 pm on Feb 4, 2006 (gmt 0)

When something similar happened to me, they "split" the cost with me after I wrote a nice "how stupid am I, I've never made a mistake like that before...."

This was in the 3 figures, not 4, FWIW

Israel

Roe352

5+ Year Member



 
Msg#: 7462 posted 4:31 pm on Feb 4, 2006 (gmt 0)

Well that's good to know, that they are willing to work with people in situations like that.

I just checked my change logs and it clearly shows a number which I did not enter, but I don't know if there will be much of a point arguing it with them, since their logs are going to show the same thing obviously. There has definately been an error made somewhere, and I can't be left with the bill and expect to stay in business.

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