Google Checkout closed my account

[DavidTO]

I had a GC account set up to handle the deposits for the shootout. I got an email from them today saying that they've closed my account because I "reversed a negative balance recovery." I have no idea what that means, or what I did wrong. I sent an email, to find out, but when I try to log in to GC, I get this message:

Account verification: Your merchant account has been closed

Your account will not be reactivated. For all future orders, please use an alternate payment method.

Why was my account closed?
For security reasons, Google Checkout cannot provide specific information regarding the closure of your Checkout merchant account.
Can I apply to get my account reopened?
No. Your merchant account will not be re-activated. Please utilize an alternative payment method for future orders.

Can I open a new merchant account?
No. Any merchant account opened in connection with this current account will be closed without notice.

I'll be closing my gmail account and ceasing any use of their products. Unbelievable way to treat a customer.

[Sam]

Curious,

Did this cause any financial loss for you? What did they say when you called them?

Sam

[Dee]

Let us know if you can get this resolved. :scratch

[Nikolai]

Wow... That sucks...:cry
Can you keep an gmail, though? I bet these are two absolutley different departments, one hand doesn't know what the other does...:dunno

[DavidTO]

Wow... That sucks...:cry
Can you keep an gmail, though? I bet these are two absolutley different departments, one hand doesn't know what the other does...:dunno


Yes, I can use any google service I want. Thing is, I no longer want to. I closed them all.

Sam, no phone support, I emailed, no response.

Dee, I'll follow up if there's anything to report. I have one email into them, but I'm not trying to resolve it at this point, just moving on. I don't need their kind. :wink

[jdryan3]

Yes, I can use any google service I want. Thing is, I no longer want to. I closed them all. :wow

:cry :cry :cry

Too bad. I remember when you opened this up how cool it was since you had little love for PayPal like a lot of us.

Just out of curiosity, could it be someone refuting a charge and wanting a chargeback? Like maybe one of the folks who signed up for the Shootout, paid the deposit, and then did not show up? :dunno

[Sam]

Yes, I can use any google service I want. Thing is, I no longer want to. I closed them all.

Sam, no phone support, I emailed, no response.

Dee, I'll follow up if there's anything to report. I have one email into them, but I'm not trying to resolve it at this point, just moving on. I don't need their kind. :wink

David, That's one of the reasons I will go WAY out of my way, to not do business with anyone / business that doesn't have a phone number! (I will buy elsewhere, do it myself, or do without)

Sam

[DavidTO]

David, That's one of the reasons I will go WAY out of my way, to not do business with anyone / business that doesn't have a phone number! (I will buy elsewhere, do it myself, or do without)

Sam


Yes, Sam. I know this about you.

I also know the realities of today's market, and the quality of service that's available from a company like SmugMug -- without any phone support.

[Sam]

Yes, Sam. I know this about you.

I also know the realities of today's market, and the quality of service that's available from a company like SmugMug -- without any phone support.

The realities are simple, and I do understand them. Company X wants to offer products and / or services but doesn't want to provide any ability for the customer to contact / bother them via a phone.

I do understand how a company can have a policy (stated upfront) to not provide certain services via the phone, but for billing, and other out of the ordinary issues there should ultimately be a way you can speak with them.

Look at your case, your teed off, Goggle is losing a customer, and it's possible it's all do to a computer glitch, or human error that could have been corrected in minutes. Goggle rich but arrogant, and dumb.

Now if customers accept this, then they will of course continue to not provide this service. If enough customers decline to do business with them because of the lack of a phone, they will have a phone ASAP. So y'all get get what you are willing to accept.

I might make an exception with Smugmug, but I know where they live, and have a nice pile of bricks in the back yard should I need them. :D

Sam

[Andy]

David, That's one of the reasons I will go WAY out of my way, to not do business with anyone / business that doesn't have a phone number! (I will buy elsewhere, do it myself, or do without)

Sam
Absolutes suck - we don't use phone and NEVER would do what google did to David.

[EarthDog]

... I "reversed a negative balance recovery." I have no idea what that means, or what I did wrong...

It sounds like what they're accusing you of is cancelling (reversing) your payment to them (negative balance recovery). Did you have it set up for automatic withdrawal from a bank account that you closed, or something along those lines?

[DavidTO]

The realities are simple, and I do understand them. Company X wants to offer products and / or services but doesn't want to provide any ability for the customer to contact / bother them via a phone.

I do understand how a company can have a policy (stated upfront) to not provide certain services via the phone, but for billing, and other out of the ordinary issues there should ultimately be a way you can speak with them.

Look at your case, your teed off, Goggle is losing a customer, and it's possible it's all do to a computer glitch, or human error that could have been corrected in minutes. Goggle rich but arrogant, and dumb.

Now if customers accept this, then they will of course continue to not provide this service. If enough customers decline to do business with them because of the lack of a phone, they will have a phone ASAP. So y'all get get what you are willing to accept.

I might make an exception with Smugmug, but I know where they live, and have a nice pile of bricks in the back yard should I need them. :D

Sam


Sam, I just don't agree with you on this one. Phone support does not guarantee quality support, or even suggest it. All the Google has to do is reply. It's really simple, and does not require me waiting on hold for 2 hours to get someone on the phone.

[DavidTO]

It sounds like what they're accusing you of is cancelling (reversing) your payment to them (negative balance recovery). Did you have it set up for automatic withdrawal from a bank account that you closed, or something along those lines?


I don't know, and it doesn't really matter to me. The fact that they won't work it out with me, send a note and give me a few days to work it out is enough for me to say so long.

Whatever it was that I did, it was completely unintentional. And all I wanted was a chance to make it right before they locked me out forever. Seriously. They can go to hell, they probably own it by now, anyway! :deal

[Sam]

Absolutes suck - we don't use phone and NEVER would do what google did to David.

Andy,

While I stand by my statements, I can make exceptions.

Smugmug is one of those companies that has generated, and earned a reputation for for outstanding customer service.

When I break down and finally get an on line account I don't even have a second choice, but that said I still would wish for a phone number to tuck away for an emergency. :D

Sam

[EarthDog]

And all I wanted was a chance to make it right before they locked me out forever.
Yeah, I'd feel the same way. It's just that mysterious phrases like that set off the puzzle solver in me.

Seriously. They can go to hell, they probably own it by now, anyway! :deal

Well, yeah. They inherited it :D

[Sam]

Sam, I just don't agree with you on this one. Phone support does not guarantee quality support, or even suggest it. All the Google has to do is reply. It's really simple, and does not require me waiting on hold for 2 hours to get someone on the phone.

David,

No problem with disagreeing. :D and I do agree that simply having a phone does not guarantee good service. I would not however consider being on hold for two hours phone service. I also understand that if they would have answered your original question there wouldn't need a phone conversation. With out the ability to call and speak to someone how do we know it's not a glitch, or a some minion not only not doing his or her job, but not complying with company policy with regard to customer service? This does not benifit you or the company.
I have found that one can typically get a better / more positive response (assuming the company is basically pretty good, and has a desire to provide good service,) from a live person with a name and title, than a minion ignoring an e-mail.

ps: I cacelled py pay because I couldn't get an answer from them, and without a phone number I couldn't give them a second chance, or final opportunity to answer a simple question.
Sam

[ChatKat]

Dave,

That is AWFUL! As you know, I've been using them because of all the great feedback here .....they made it so easy for me and I won't use Paypal.

I'd love more info - I was starting to promote that over some other credit card processing methods. Maybe it's time to get a new credit card merchant.

[EarthDog]

Not to hijack the thread, but what is the main complaint against Paypal? Is it their ever-rising fees, or something else?

[Nikolai]

Not to hijack the thread, but what is the main complaint against Paypal? Is it their ever-rising fees, or something else?
Are they rising? Never noticed...:dunno Been using PP for many years on a very regular basis, very few problems. :deal

[DavidTO]

http://paypalsucks.com/

But they may not suck as bad as Google... :dunno

[google_and_paypal_suck]

http://paypalsucks.com/

But they may not suck as bad as Google... :dunno

My merchant account was just closed for no apparent reason, and I have spent the last 1/2 hour trying to find a number to call, so that I can speak to a manager about this. Even though I am NO fan of PayPal, at least you can call them, and speak to a human after they screw you over. I'm sick and tired of spending my limited time as a small business owner dealing with such ridiculous situatons. A couple different times PayPal limited my account for no reason, and then after days of communication, released it without any explanation. As a result, I stopped using Paypal, and began to use Google Checkout as an alternate method of payment, in addition to direct CC, COD, or company check. Looks like I jumped out of the PayPal frying pan into the Google fire here, doesn't it?


If a company is willing to summarily close or limit your account without notice or reason, and then won't even publish a phone number to call, I am no longer interested in doing business with them! I have been in business for over 20 years, and only in the last couple years have I seen such a complete lack of customer service in this country. It is obvious that companies such as eBay and Google have been the biggest reason for this serious decline in good customer service. It's the new, give me your money, shut up, and don't bother me corporate culture that eBay, PayPal, and Google live by that will send most merchant like myself back to our local banks to clear payments in the future.

Finally, even if this problem was caused by a misunderstanding or error, the summary judgement, and lack of communication is COMPLETELY INEXCUSEABLE. It is shameful for Google to treat it's good customers this way, and I look forward to the day the free market system corrects these corporate juggernauts for the horrible customer service they have dished out to their good, loyal customers.

[ian408]

Absolutes suck - we don't use phone and NEVER would do what google did to David.
Google canceled an order I'd placed with B&H using Google Checkout.

The short answer is I tried to connect with Google to find out why they did that. That was over a month ago and I've yet to hear the answer from Google.

I find that absolutely unacceptable for someone handling my money.

So B&H, if you're listening. You get kudos for helping to find out that Google was to blame (comes across from B&H as "customer canceled order"). Too bad you lost out on the order though.

[kdog]

http://www.google.com/search?q=google+checkout+sucks :wink

[shane17]

Hi David,

The link to this post thread was sent to me via a friend. I work at Google Checkout and would like to help you better understand the situation with your account. Please send me your gmail address that you used for your Checkout account so that I can look it up within our system. I will then personally respond to your questions directly.

Thanks,

Shane

Manager, Online Sales and Operations, Google Checkout

[DavidTO]

Hi David,

The link to this post thread was sent to me via a friend. I work at Google Checkout and would like to help you better understand the situation with your account. Please send me your gmail address that you used for your Checkout account so that I can look it up within our system. I will then personally respond to your questions directly.

Thanks,

Shane

Manager, Online Sales and Operations, Google Checkout


Shane, to be honest, I'm not sure I really want any help at this point. I had my account summarily closed with little explanation and no hopes of being able to work it out and reopen it. My email requesting information was unanswered. I'm more than a little amazed that I would be treated like that. The best help I'm going to get is because some random friend of yours saw this thread? Sorry to be sarcastic, but I'm truly miffed about this.

I've closed the gmail account entirely, so I have no problem posting the email here, as it's inactive: (deleted)

[ian408]

Hi David,

The link to this post thread was sent to me via a friend. I work at Google Checkout and would like to help you better understand the situation with your account. Please send me your gmail address that you used for your Checkout account so that I can look it up within our system. I will then personally respond to your questions directly.
Hi Shane,

I would echo David's sentiment and add that I think it is 100% unacceptable for Google to handle transactions and not be at all responsive to customer problems.

To wave the "security" flag saying (effectively) nothing can be done is equally as ridiculous.

You are handling people's money and credit card records. You have a responsibility to help people resolve the problems with their account.

I can say truthfully that my experience turned me from proponent to opponent in a heartbeat.

[jdryan3]

Hi David,

The link to this post thread was sent to me via a friend. I work at Google Checkout and would like to help you better understand the situation with your account. Please send me your gmail address that you used for your Checkout account so that I can look it up within our system. I will then personally respond to your questions directly.

Thanks,

Shane

Manager, Online Sales and Operations, Google Checkout

Shane -
While I expect you will respect David's privacy, I hope you don't let your post #1 be the last of what we hear as to why this happened. Not the cause in his specific case, but the lack of infrastructure to resolve the issue.

There are many people on this forum who are very involved in all phases of web development, commerce, and support. Not at all Luddites. We were very excited to see Google move into this space, but can hardly recommend it to our customers, clients or friends. Sort of like the iPhone (which I do have): Nice toy, great hope for where it may go, not ready for the enterprise.

[Nikolai]

Shane,
first of all, I'd like to welcome you to Dgrin! :clap
This is a very large (primarily photogrpahy oriented) international community, and vendors respresentatives are always welcome. :thumb
It's a pity that your appearance here was caused by what happened to DavidTO and few others. I am not sure you can remedy that case, but what you certainly can do is to try to prevent this sad events from happening in the future. Customer service is, generally speaking, #1 business of everybody who's on the market, and it seems like Google has forgotten about this simple rule. :dunno
Hopefully your presence here will help to make the difference! :thumb

[kdog]

Hi David,

The link to this post thread was sent to me via a friend. I work at Google Checkout and would like to help you better understand the situation with your account. Please send me your gmail address that you used for your Checkout account so that I can look it up within our system. I will then personally respond to your questions directly.

Thanks,

Shane

Manager, Online Sales and Operations, Google Checkout
Go ahead. Defend your business practices where you take money from clients, summarily close accounts, and then ignore their direct inquires. Either hypothetically, or what actually happened in this case. Do it, I'm listening.

[shane17]

Shane, to be honest, I'm not sure I really want any help at this point. I had my account summarily closed with little explanation and no hopes of being able to work it out and reopen it. My email requesting information was unanswered. I'm more than a little amazed that I would be treated like that. The best help I'm going to get is because some random friend of yours saw this thread? Sorry to be sarcastic, but I'm truly miffed about this.

I've closed the gmail account entirely, so I have no problem posting the email here, as it's inactive: (deleted)


Hi David,

I looked into the situation and in short my team was too quick to close your account and didn't explain to you what was going on in a clear manner. I have already begun changing internal processes to ensure it won't happen again.

I won't go into all the details here on a public form but I have reopened your Checkout account and sent a full detailed explanation to your secondary email on mac.com.

Please accept our sincerest apologies for the trouble and please do consider Google services in the future. I have dropped a $20 token into your Checkout account as well.

Thanks,

Shane

Manager, Online Sales and Operations, Google Checkout

[du8die]

Hi David,

I looked into the situation and in short my team was too quick to close your account and didn't explain to you what was going on in a clear manner. I have already begun changing internal processes to ensure it won't happen again.

I won't go into all the details here on a public form but I have reopened your Checkout account and sent a full detailed explanation to your secondary email on mac.com.



Shane,

Good to hear that someone from Google is looking into this. Honestly, I think there are a lot of us who are/were considering using Google checkout, and this issue has made us take a second look. I was in the middle of signing up for the Checkout account, and I saw this thread, so I stopped.

As a potential customer, what will trigger an account shutdown? What recourses would we have if an account was shut down, without explaination, and what recourse do we have to appeal your decision? Because you are dealing in finances and bank accounts, in my opinion it is a reasonable expectation that we as customers and vendors have some way of contacting your company. Especially in the world of fraud, etc. If some kind of fraudaulent activity were to take place, we'd have no way of resolving the situation with you.

I understand your hesitation to reveal the details in the OP's problem, and your resolution (if it's real - the Internet being what it is, you never know if you are who you say you are... not doubting, just cautious) is nice, but doesn't really resolve my hesitance to use your service.

If you could explain what changes are being made, or what would trigger a shutdown of an account - so we know, I think that would go a long way in restoring trust in your service.

Thanks,
d8

[ian408]

If you could explain what changes are being made, or what would trigger a shutdown of an account - so we know, I think that would go a long way in restoring trust in your service.

I would also like to know what changes are being made to improve customer service. Especially as it relates to contacting Google when there are discrepancies.

[ChrisJ]

Hey David, I noticed you're taking Google checkout again in Flea Market. Did you guys make up? :dunno

[DavidTO]

Hey David, I noticed you're taking Google checkout again in Flea Market. Did you guys make up? :dunno


Yah, well they screwed up royally, and I just happened to be lucky enough to get some help getting to someone with some actual power. Meaning they never responded to my emails, and shame on them for that and for treating me that way in the first place. But the guy who helped me also ensured that they are putting policies in place to avoid it in the future. So, I'm thinking that maybe they'll learn from it. I'm hopeful, anyway. Plus, it's so damned easy. :D

[ian408]

Yah, well they screwed up royally, and I just happened to be lucky enough to get some help getting to someone with some actual power. Meaning they never responded to my emails, and shame on them for that and for treating me that way in the first place. But the guy who helped me also ensured that they are putting policies in place to avoid it in the future. So, I'm thinking that maybe they'll learn from it. I'm hopeful, anyway. Plus, it's so damned easy. :D

I'm still waiting for a response though I am certain I will never receive one. And for that, they can be certain I won't use Google Checkout anytime in the near future :rolleyes

I still find it unacceptable that a company that handles any sort of finance is seemingly unaccountable to the people using their service.

[ChrisJ]

I'm still waiting for a response though I am certain I will never receive one. And for that, they can be certain I won't use Google Checkout anytime in the near future :rolleyes

I still find it unacceptable that a company that handles any sort of finance is seemingly unaccountable to the people using their service. Definitely a bit disappointing in that regard.... although there have been some notable financial institutions of late that have done much worse things. :wow

I guess I'm still of the opinion that Google is trying to do the right thing, they just might not have the experience and/or manpower to actually do it. Paypal/eBay has always seemed to try and nickel and dime me.

[DavidTO]

Definitely a bit disappointing in that regard.... although there have been some notable financial institutions of late that have done much worse things. :wow

I guess I'm still of the opinion that Google is trying to do the right thing, they just might not have the experience and/or manpower to actually do it. Paypal/eBay has always seemed to try and nickel and dime me.


Yah, that's part of what I came up against: the dearth of options.

[angevin1]

Decent thread and glad to hear its evolving to a certain resolution.

I'd like to offer a link to a wonderful site that

I have used repeatedly: http://www.gethuman.com/

Just when you thought there weren't any left...

cheers, tom

[Nikolai]

I'd like to offer a link to a wonderful site that
I have used repeatedly: http://www.gethuman.com/

Great link, Tom, thanks! :thumb

[spunko2010]

Hi guys,

Newbie here. Same old story, been using Google Checkout for about a month now, fully verified it, thought everything was fine but signed into Google Checkout earlier and said I had been deactivated. Not only that but I was not allowed to appeal. No phonecalls from them, no emails, no warnings, no nothing.

Countless emails sent to Google Checkout staff, guess how many replies I've had?

I see that shane17 earlier mentioned he had put in place certain processes to stop such situations happening again. I guess 6 months down the road they've reneged on that as I cannot get any joy. Sent shane17 an PM in the hope I can get a response - fingers crossed!

I'll warn all those who see Paypal as the devil's work and Google Checkout as a gift from the Gods: it's a complete fallacy, they are both as bad as each other. Don't expect anything from either of them if you're a seller; they click their fingers when they want and treat you as a number and nothing more.

The thing that has really irked me is the complete lack of response and willingness to help me resolve this. This is MY INCOME, it supports my family, and Google's blasé attitude to it all makes me wonder if I should continue to use their services if this is how they treat their customers. Not just any customer, but a MERCHANT whose account was in perfect standing. It's outrageous.
I can only hope Shane17 sees this and is gracious enough to reply, because otherwise I am at a complete loss.

[DavidTO]

Hi guys,

Newbie here. Same old story, been using Google Checkout for about a month now, fully verified it, thought everything was fine but signed into Google Checkout earlier and said I had been deactivated. Not only that but I was not allowed to appeal. No phonecalls from them, no emails, no warnings, no nothing.

Countless emails sent to Google Checkout staff, guess how many replies I've had?

I see that shane17 earlier mentioned he had put in place certain processes to stop such situations happening again. I guess 6 months down the road they've reneged on that as I cannot get any joy. Sent shane17 an PM in the hope I can get a response - fingers crossed!

I'll warn all those who see Paypal as the devil's work and Google Checkout as a gift from the Gods: it's a complete fallacy, they are both as bad as each other. Don't expect anything from either of them if you're a seller; they click their fingers when they want and treat you as a number and nothing more.

The thing that has really irked me is the complete lack of response and willingness to help me resolve this. This is MY INCOME, it supports my family, and Google's blasé attitude to it all makes me wonder if I should continue to use their services if this is how they treat their customers. Not just any customer, but a MERCHANT whose account was in perfect standing. It's outrageous.
I can only hope Shane17 sees this and is gracious enough to reply, because otherwise I am at a complete loss.


Wow. That's really too bad to hear. I had hopes that things had changed. I certainly know how frustrating it can be. Good luck.

[spunko2010]

Hey DavidTO, I don't suppose you have any sort of contact information for Shane or anyone at Google Checkout? Anything will do - the only contact I have made is via their ticketing system.

Please PM me if you (or anyone) has anything pertinent. Thanks!

[DavidTO]

Hey DavidTO, I don't suppose you have any sort of contact information for Shane or anyone at Google Checkout? Anything will do - the only contact I have made is via their ticketing system.

Please PM me if you (or anyone) has anything pertinent. Thanks!


Sorry, nothing more than you have. :dunno

[spunko2010]

Okay, thanks for the reply, I guess I'll hope that Shane replies to me.

[spunko2010]

Well, Shane hasnt bothered replying to any of the PMs I've sent, so it looks as though I'll be giving up on Google Checkout and going to 2checkout. I would recommend this to everyone, don't put all your eggs in one basket and avoid GC like the plague if you're a merchant.

I'm also giving serious thought to starting a Paypalsucks.com style complaints board or forum for GC, I'm testing the waters at the moment to see if there's enough people out there are p*ssed with them as we are. But if there are, and I go ahead with it I'll post the link here.

[RogersDA]

Well, Shane hasnt bothered replying....Just remember - Shane may not be a Google employee anymore for any number of reasons...so your PMs may not be reaching anybody.

[kdog]

Just remember - Shane may not be a Google employee anymore for any number of reasons...

Maybe he got fired for helping customers. :deal:rofl

[Angelo]

David et al

I'm about to embark on a little venture and need to set up an account to receive payments and I too avoid PP like the plaque.

How are things in googleworld? any changes for the better or worse?

[DavidTO]

David et al

I'm about to embark on a little venture and need to set up an account to receive payments and I too avoid PP like the plaque.

How are things in googleworld? any changes for the better or worse?


Aside from reinstating my account, I don't see any real change. But I wouldn't push you away from it, either. It's worked out. They are sticklers about meeting their criteria as far as having all the fields (contact, return policy, etc) filled out. If you leave them blank, they'll contact you and ask you to fill them in or they'll have to close your account. Not a bad thing, IMO, just something to be aware of.

[Angelo]

Aside from reinstating my account, I don't see any real change. But I wouldn't push you away from it, either. It's worked out. They are sticklers about meeting their criteria as far as having all the fields (contact, return policy, etc) filled out. If you leave them blank, they'll contact you and ask you to fill them in or they'll have to close your account. Not a bad thing, IMO, just something to be aware of.

ok, well I'll take a look at it. thanks.