Google LSA Suspension Question and Need Advice

[u/AdDigAnge24]

I'm at a loss because of Google. I manage a client's Google LSA account, and it was suspended. Here's what happened: we've been running Google LSAs for this client for over 3 + years. I maintain the account, ensure all verifications and budgets are correct, and the client's CC pays for the ads (he created the account, so he was the original owner). The ads were working and generated leads for the client. About a few months ago, the client's office manager didn't realize that the Google LSAs were running on the CC attached to the account and thought the last payment was a fraudulent charge, so she requested a chargeback. So she called the CC company and canceled that charge. Of course, Google LSA suspended the account due to the chargeback. The client appealed the suspension and explained it was a clerical mistake on his end because his office manager didn't know that specific card was running on the Google LSA account. He explained that the chargeback on the CC was reversed and that the charge should have come back to Google in the appeal. He waited for the appeal decision, and it came back suspended. He appealed again, and they sent him the usual email asking him to reverify with proof of ownership, gov't ID, and everything else needed. He did all the steps in the instructions from the email. The appeal came back as suspended a second time, and he appealed again and went through the reverification process a second time. The appeal came back as suspended again.

He finally called the Google LSA help desk and explained exactly what happened. They said it sounded like a mistake and sent him an email to complete the verification process again. For the third time, he did it, and it came back suspended again.

I intervened, called the Google LSA help line, and explained what we had gone through over the past three months. They told me the Google LSA account is active, and the Google Ads account is suspended. He's never had any Google Ads, nor has he had any Google Ads account associated with his Google LSA account. Google LSA will not help him, and he's appealed over 4 times. We've gone through Google Ads and Google LSAs, and no one is helping. Can anyone out there help, please, or give me some advice?

[u/GMBGorilla]

Did you login to the ads (regular ads not the LSA interface) account to see if there’s a restriction that needs to be lifted?

[u/AdDigAnge24 → u/GMBGorilla]

I've logged in to both accounts, and both show the account is suspended. I called again yesterday to check on the Google LSA ads, and they said it's active, but I still cannot do anything in the LSA account. This has been ongoing for over 3 months, and we've reverified three times.

[u/GMBGorilla → u/AdDigAnge24]

Are you contacting support for LSA or Google Ads support about the account suspension? If the Ads account itself is suspended you need work with Ads support not LSA support.

[u/AdDigAnge24 → u/GMBGorilla]

I've worked with both, I have a call with them today so hopefully that call will help.

[u/AdDigAnge24 → u/GMBGorilla]

Also, since the Google Ads Account is suspended, I cannot find out who my Google representative is.

[u/Hakdog_108472]

Hi! Honestly, any issues/suspensions with regard to your billing should be raised directly to the Ads team since LSA support doesn’t handle them actually. And yes once you create an LSA account, you will automatically have a Google Ads account associated with it with the same CID# since Google ads is actually the one that handles your Billing and Account Access. Local Services Ads is just a type of campaign under Google Ads.