AdRoll Marketing & Advertising

Hi Kaspar, thank you for sharing your feedback.

I want to start by sincerely apologizing for the experience you’ve had.

I’ve reviewed the latest status, and I can confirm that our Finance team processed refund on May 16th. If you haven't seen the funds yet, we recommend reaching out to your bank provider for more information on the transaction status.

We understand that this situation has caused inconvenience, and we're fully committed to making it right. To help ensure smooth communication, I’ve also sent you an email directly. I’d be happy to hear from you and assist further whenever you're ready.

Sincerely,
Tatiana

Hi there,

I’m Rohini from the AdRoll Customer Support team.

First and foremost, I want to express my gratitude for sharing your experience with us. I’m truly sorry to hear that it wasn’t a positive one, and I sincerely regret any inconvenience it may have caused you.

I’ve taken a look at your account and can assure you that there have been no attempts made to collect any amount. I also noticed that there’s a campaign currently in draft status. When a campaign is launched, a "Temporary Hold" is placed to verify the payment method's validity as part of our standard approval process. Please note that this Temporary Hold is not an actual charge, and the amount is reversed immediately from our end.

Additionally, this information is available in the Campaign Budget Settings, clarifying that it’s not a charge. We strive to maintain transparency regarding our platform. Also, I can confirm that there were no attempts for the temporary hold as well. You may refer to this help article for more details - https://help.adroll.com/hc/en-us/articles/360049332892-Temporary-Hold-in-AdRoll
We set a high standard for ourselves, and I would love to follow up with you personally to address all your concerns and help you understand our platform better. I have sent you an email, so please feel free to reply at your convenience, and I will be happy to assist you further.

I am eager to regain your trust and showcase the excellence of our service. Your satisfaction is our top priority, and we are committed to resolving any issues.

Thanks,
Rohini

Updated Response:

Hi there,

I appreciate for taking the time and explaining the situation. Please be informed that our system is encrypted, SEC compliant, and doesn't store any credit card information. It uses a secure key, and all payment data is securely handled by our trusted payment gateways, which are reputable and fully compliant with industry security standards.

So, there is virtually no possibility that a customer's credit card information could be compromised through the AdRoll dashboard. We believe it may be a coincidence that the credit card issue occurred around the same time as the use of AdRoll.

Additionally, we’ve double-checked the account and found no signs of unusual or suspicious activity. It appears to be a misunderstanding, but I can confirm that there is no security concern from our end.

Please be assured, protecting our customers’ data is our highest priority, and we remain committed to maintaining the highest security standards at all times.

Your trust means a lot to us, and we’re happy to provide any additional information you may need. You can revert to the email that I have sent anytime.

Thanks,
Rohini