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"Credit Hold" - Microsoft CLUELESS!

8:19 pm on Jun 14, 2007 (gmt 0)

New User

10+ Year Member

joined:Jan 23, 2007
votes: 0

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?


9:12 pm on June 14, 2007 (gmt 0)

Junior Member from GB 

10+ Year Member

joined:July 14, 2002
votes: 0

My card maxes out all the time and goes into credit hold phase. You have to ring them to force bill.

They should really have a system whereby you enter new card and it simply rerequests the declined balance, oh make the invoices cleaner. If I want to work out how much I spent in a month it shouldn't bust my eyeballs the way it does.

Ok MSN back to the billing this is what happens with me in the UK, card maxes out, ads go offline, I curse cause it means I have to call in, I update card and a adcentre guy force bills, I wait 48hrs (ok 10hrs maybe) and ads slowly come back.

What does this mean, it means a lost business day in terms of msn traffic conversions, I ain't earning and MSN sure ain't. Why does it take so long to bring ads back online. Pausing and restarting has the same lag.

Heres another scenario. I wake up see sites are down and I have been advertising a blank page all night. Ok I pause Adwords and YSM and both are off in minutes. Now I pause MSN and 5hrs later they are still running.

The billing process and pause/restarts could really do with streamlining and speeding up imho.

9:17 pm on June 14, 2007 (gmt 0)

Junior Member

10+ Year Member

joined:Mar 2, 2005
votes: 0

You've been given the wrong info.

Just make sure that the new card details are entered and then call them and ask them to force the transaction. All they do is tick a checkbox and press a button and your card will be billed within 4-8 hours. After that its the usual wait of 3-8 hours til the traffic restarts.

The only downside is that your billing threshold will drop to the starting value.

9:00 am on June 15, 2007 (gmt 0)

Senior Member

joined:Mar 8, 2002
votes: 0

You've been given the wrong info.

If that's the case, then the call center should be given this thread in ten foot letters on the wall of their office to show what happens what they don't understand the system and then try to "support" a customer.

Infact - AdCentre411 and EU - why not tale a selection of threads, blow them up and put them on the newly designed "Image board" in the call center - providing a litmus test of how well everyone is doing on selling the system?

12:41 pm on June 15, 2007 (gmt 0)

New User

10+ Year Member

joined:Jan 23, 2007
votes: 0

I forgot one important point in my posting. I asked the phone rep to transfer me to a supervisor just to see if the information was correct. The supervisor confirmed that nothing could be done once the account was inactive and placed on credit hold. I would need to create a new account, pay an activation fee and start from scratch as if I had never visited the site before.

I just can't believe there isn't an easier way to get an account back to active status once the new card is issued.


6:39 pm on June 15, 2007 (gmt 0)

Full Member

10+ Year Member

joined:Feb 6, 2006
votes: 0

Hi everyone,
Thanks for bringing this to our attention - I will let the Support team know about this issue so they can be sure to close any communication gaps in billing processes. In the meantime, mgiven, please PM me your account info and I can follow up with your issue and help to resolve this.

I am sorry about this inconvenience.



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