Google Ads Headaches: Poor Support, Suspensions & Soaring Costs—What You Can Do

Google Ads Headaches: Poor Support, Suspensions & Soaring Costs—What You Can Do

Google Ads currently holds a 1.1-star rating from 718 reviews on TrustPilot.
That’s surprisingly low for a platform that has empowered countless businesses and fueled careers in digital marketing.

Let’s be clear—this isn’t an angry rant.

There’s no denying the immense value Google Ads has brought to the marketing world. But the overwhelming number of negative reviews shows that advertisers are facing serious and consistent challenges.

From unresponsive support and vague account suspensions to increasing costs and unclear policies, many users are left feeling frustrated and powerless.

These issues aren’t isolated—they’re systemic.
So what’s actually going wrong? And more importantly, how can it be fixed?

Here’s a closer look at the common pain points and what Google Ads can do to rebuild trust with its user base:

1. Poor Customer Support

A recurring theme across user reviews is the lack of effective customer support. Complaints range from generic replies to unresolved tickets that drag on for weeks.

Here’s the typical loop:

• You contact support.
• A ticket is raised.
• You’re asked to wait 3–5 business days.
• No update arrives.
• You follow up, and the process restarts.

Weeks or even months can pass without a resolution. There’s often no continuity between support reps, and reference numbers rarely lead to useful follow-ups.

This is especially damaging for agencies, freelancers, and business owners who need quick solutions to keep their campaigns running.

To improve this, Google should:

• Ensure consistent feedback loops.
• Assign case managers for ongoing issues.
• Restore or enhance customer satisfaction surveys and encourage users to submit detailed responses.

2. Unclear Account Suspensions

Many advertisers report being suspended without a clear explanation, even when their campaigns are compliant or the issue is easily fixable.

• The term “Policy Violation” is often used without identifying which policy was breached.
• Suspensions for “Circumventing Systems” are vague, particularly for businesses that have worked with multiple agencies or freelancers.

Worse still, Google Ads reps often can’t provide clarity or assistance—they simply repeat what’s on the screen.

This lack of transparency is especially harmful in sensitive industries like:

• Healthcare & Mental Health
• Finance
• Employment & Recruitment
• Supplements & Technical Services

These businesses are often hit the hardest by delays, even when their campaigns are legitimate and policy-compliant.

Menachem Ani, PPC expert, summed it up perfectly:
“While I believe Google’s intentions are good, the reality is that many accounts get suspended incorrectly—with no recourse.”

Google needs to streamline the review and appeals process and clearly communicate reasons for suspension.

3. Lack of Results (Often Due to Inadequate Guidance)

Another issue raised by reviewers is poor campaign performance—often stemming from a lack of proper onboarding.

Many advertisers:

• Don’t know how to pick the right keywords
• Struggle with writing compelling ad copy
• Overlook landing page optimization
• Ignore negative keyword filters

While this isn’t entirely Google’s fault, the platform could mitigate poor experiences by offering better educational resources.

Instead of conflicting advice from reps and in-platform recommendations, Google should:

• Collaborate with trusted industry experts to build helpful, real-world tutorials.
• Align training materials with best practices recognized across the PPC industry.

As PPC veteran Brad Geddes quipped:
“Learning Google Ads from Google is like learning Blackjack from a casino—they’re not looking out for you.”

4. Rising Advertising Costs

Advertisers are also raising red flags about rising CPCs and lack of pricing transparency.

In fact, during a recent DOJ hearing, Google was accused of manipulating ad prices, which raises even more concerns about fairness and accountability.

As Google Ads consultant Boris Beceric stated:
“Google is a monopoly that’s raising prices without telling advertisers about it.”

Even more confusing, Google’s update to allow double-service ads (the same advertiser appearing multiple times on a search page) could inflate costs further—or potentially help with visibility. Time will tell.

Navah Hopkins, a leading PPC expert, adds:
“Google is officially making it fair game to have more than one spot on the SERP. I want to see how performance shakes out.”

5. Questionable Practices from Google Reps & Teleperformance

A large share of criticism is aimed at Teleperformance, Google’s outsourced support partner. Advertisers complain about:

• Scripted, non-personalized guidance
• Pushy outreach from reps
• Unapproved changes made to accounts

Andy Youngs, co-founder of The PPC People, revealed:
“A rep recently made unauthorized changes to a client’s account—without approval.”

Reps often bypass agencies to contact clients directly, using pressure tactics that many find inappropriate.

Matt Janaway, CEO of Marketing Labs, commented:
“We get calls daily from reps assigned to client accounts. When we don’t engage, they go directly to our clients instead. It’s convoluted and unnecessary.”

Suggested fix? Reduce the number of accounts assigned per rep, improve training, or consider discontinuing the outsourced rep program entirely.

So, What Can We Actually Do?

Frustration is understandable—but for real change to happen, feedback must be actionable and targeted.

Instead of just venting on social media:

• Fill out feedback forms inside your Google Ads account.
• Use the Google Ads Complaint and Feedback Form.
• Share your experience professionally on platforms like TrustPilot, Reddit, or LinkedIn.

If you’re sent a survey from Google, fill it out—that’s your direct line to influence improvements.

Final Thoughts

Google Ads remains a powerful platform—but the frustration among advertisers is real and justified.

With more transparency, better support, and improved education, Google could restore trust and ensure users feel heard, not ignored.

Until then, advertisers must stay vigilant, informed, and vocal—because meaningful change rarely happens quietly.