AdRoll Marketing & Advertising

Hi there,

I am Rohini from the AdRoll Customer Support team.

First and foremost, I want to express my gratitude for taking the time to share your experience with us. I'm truly sorry to hear that it wasn't a positive one, and I deeply regret any inconvenience it may have caused you.

I've reviewed your account and, I want to assure you that the recent activity isn't an actual charge. Our automated system attempted to authorize the default payment card as part of the standard approval process for your campaign. This is a routine step to verify the validity of the payment card. You can learn more about it here https://help.adroll.com/hc/en-us/articles/360049332892-Payment-Method-Authorization

I want to reassure you that the authorization amount is promptly voided from our end. Nevertheless, the timeframe for the funds to become accessible again on your card is subject to your bank's policies. I understand that the authorization process may not be ideal for everyone. I'd emphasize that validating the payment method is a necessary step in ensuring the validation of payment card for security reasons.

I've also noticed that the Google ad account is not connected, and I understand that this issue is still unresolved. Please be assured, that your concern has not gone unnoticed. I will be more than happy to work with you to rectify this.

Your satisfaction is paramount to us, and I genuinely apologize for any inconvenience. I'd love to follow up with you personally via email to sort this out.

I am hopeful for the chance to rebuild your trust and showcase the high standard of service we pride ourselves on delivering. Your satisfaction remains our utmost priority, and we are dedicated to making things right for you.

Cheers,
Rohini

Hi Ben, I'm Tatiana, and I wanted to reach out and personally thank you for sharing your thoughts with us. Your patience and understanding mean a lot as we navigate through the challenges you've faced.

After going through your valuable feedback, I took a closer look at our previous conversations. I noticed that you were connected with agents outside your time zone, and I totally get how that could be a bit tricky. Our Support runs around the clock, and sometimes shifts change, causing a hiccup in the assistance continuity. I'm sorry for any inconvenience this might have caused.

Your insights on the Facebook connection matter didn't go unnoticed. The Engineering team has already shared some insights and steps to troubleshoot. It appears the disconnection happened on Facebook's end.

I understand that this situation may have been frustrating, and I genuinely apologize with any inconvenience it may have caused. Turning your experience around is my top priority. I've dropped you an email, and I'm hopeful you'll give us a chance to make things right for you.

Feel free to hit reply on the email thread with a title ''Tatiana from AdRoll'', and let me know if there's an opportunity for us to enhance your experience. Your satisfaction is crucial to us.

Best,
Tatiana