Google is the worst when it comes to customer service.
I've got a client who's account stopped showing ads over a month ago, no notice and no response from Google via email or phone. Then, a notice in the panel showed up that it was suspended for a possible hack issue. Still, over one month, more emails that we can count and Google has communicated nothing to the account holder.
He's tired of waiting so I told him how to start a new account and just move on because it's obvious Google does not give a rat's rear end about their advertisers.
He's also setup a Bing adcenter account and is now learning that one as well so unless Google pulls their thumb out their backside, he just might not advertise with them again.
It's really pathetic that the largest company in the world has the absolute worst customer service on the planet.