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Glitch Causes Charges of $42,000 or Something Else?

     
7:42 pm on Feb 15, 2007 (gmt 0)

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Sorry guys I am so fumed right now I had to come and vent somewhere specifically about Yahoo.

My client spends over $30,000 per year with yahoo with great results in her pay-per-click campaigns.

This last billing cycle, however, Yahoo had a 'glitch' yesterday, and instead of charging my clients' card $1000 one time to refill her account, they charged her card 42 times. 42 times! That's $42,000.

So My client called Yahoo, they admitted the glitch and other people were affected too, however they refuse to immediately clear the charge, credit my client's card, and remedy the situation. My client has to wait 10 full business days before the $42,000 is cleared off her credit card. Now, she doesnt have any money on her card to order products from her vendors that customers already placed.

How messed up is it that Yahoo treats a customer of THEIRS that way from a billing glitch that THEY ADMITTED for a customer that spends so much money with them?

8:11 pm on Feb 15, 2007 (gmt 0)

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chargeback
3:56 pm on Feb 16, 2007 (gmt 0)

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Wow, that is simply stunning! Definitely a charge-back!
5:55 pm on Feb 16, 2007 (gmt 0)

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Yeah, so just chargeback, easy enough to do.
7:54 pm on Feb 16, 2007 (gmt 0)

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Chargeback will likely get that credit card owner permanantly banned.
5:42 am on Feb 17, 2007 (gmt 0)

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I had the same problem happen to me and I have been in contact with them multiple times in the last few days. My first extended experience working with their support, but I have been pretty happy with their response, even if it has not been as swift as I would like.

Their system seems to have run a bunch of charges for some people on their billing amount and putting holds on them. In my case it was coming right out of a business account debit card which actually overdrew my account.

They are making right by everything, and have expedited a refund. Definately get on the phone and talk to them. Most of the reps were not really clear on this issue yesterday morning, but today they seemed to have their responses and plan of action pretty firmly in place. I ultimately ended up talking to someone in their Executive Services.

I would not do a chargeback. That is probably the worst thing you could do. First of all it may not get the money back any faster. You need to request an expedited refund if it has put you in a bind. They screwed up and they know they screwed up.

1:38 am on Feb 21, 2007 (gmt 0)

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Hi there,
I wanted to chime in here and explain- Mikevanh and aeiouy probably already got emails about this.

Yahoo! experienced a technical issue that caused the credit cards of a few advertisers to be charged incorrectly on Wednesday, February 14. Some credit cards were authorized for one or more charges in error.

We caught this early and were able to halt the process before the charges were actually completed. Were very sorry for any issues this might have caused you and we're doing everything possible to completely resolve the situation as quickly as possible, and to ensure that it doesnt happen again.

Please keep in mind that during a credit card transaction such as this, an "authorization hold" is placed against the card (similar to when you check into a hotel, and a hold is placed against your card for potential incidental charges). These authorization holds will automatically be removed from your credit card account, usually within three to seven business days. If you are finding that the authorization hold is causing you inconvenience in any way, we encourage you to contact us at 866-YAHOO-SM (866-924-6676), and we will be happy to assist you in contacting your credit card's issuing bank to manually remove the authorization (that said, a bank may take as long as 48 hours to completely remove the authorizations).

Thanks
YahooSarah

3:25 am on Feb 21, 2007 (gmt 0)

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Thanks Sarah. It did all work itself out. I want to comment that I was in contact with your support team several times at the end of last week and this weekend, and besides the error that caused me some issues, the actual support was excellent.
6:42 pm on Feb 21, 2007 (gmt 0)

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One more reason to use adwords.
8:08 pm on Feb 21, 2007 (gmt 0)

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10 days wow, this is SCAM!
1:54 am on Feb 22, 2007 (gmt 0)

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Yahoo! (Overture) used to be my fav for my PPC campaigns. I have my account there since the GoTo days and some of my clicks are still at 0.05.

Unfortunately lately the quality of clicks got worse than AdWords and LookSmart so I limited my campaigns with Yahoo! I also liked better when I was able to bid based on the available bid price info. Now it is gone and we have to be guessing.

Hopefully the latest changes will kick in and we will get some good traffic once again.