Get this ...
I've been on AdCenter since early on in the beta, but didn't really get much traffic compared to Google or Yahoo. I managed to set up 65 or so campaigns all with unique ads and tens of thousands of keywords (early on when getting them in was no easy feat!)
I recently had a credit card stolen (the one they had on file) which I canceled and when my budget was depleted they tried to bill me a few times but bumped up against the canceled card. I didn't receive an email or a phone call and I honestly didn't notice the traffic die off since it wasn't that heavy.
Fast forward to this week and I noticed my account was on "credit hold" status due to an invalid card number. I logged on to enter my new credit card number and add some more money and the system told me this couldn't be done on accounts with an invalid credit card hold (which is kinda the point of adding a new card...isn't it?)
So, I called in to give them then new card and they told me nothing could be done on the account since it was on "credit hold" now. I told them the reason I was calling was to give a valid card and that my old one was stolen. They told me that once an account is on credit hold it can not be taken off. HUH? I asked if I could open a 2nd account and just transfer all my campaigns, ads and keywords that I spent hours putting in. Now it turns from merely puzzling to downright horrible business practices and process. I was then told that I would have to create a new account AND new userid AND new password AND I would be charged the $5 activation fee (how insulting is that?) AND.....drumroll.......I would have to create all the campaigns, ads and keywords from scratch! Of course I screamed "WHAT?" since that is just beyond stupid on their part. I asked why they couldn't just click a button and turn my account back on OR transfer all the data since it was still in the system sitting right there. They told me they have no process to do that and trasfer data from account to account. I didn't know whether to scream about it or just be truly scared that this is really their process (or lack of one!)
I wrote a nasty email and we'll see how it goes, but it is certainly starting to look like they've lost a customer over something pretty darn simple. I pretty much told them that Google or Yahoo would have had no problem taking my new card and flipping a switch and the account would be rolling again in seconds. I guess my extra ad money will go to them now.
How about that?