I was told by a Facebook agent that I would be given a $*** ad credit. The agent did no...

GetHuman1033939's customer service issue with Facebook from August 2018

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I was told by a Facebook agent that I would be given a $*** ad credit. The agent did not credit my account and now I can't reach him. The entire email string is below.**Thank you,**Darin*****Hello BJ,**Could you please remind me again how I'm supposed to redeem the $*** ad coupon described below? I believe you told me I had to redeem it in some fashion, but I don't see any coupon code contained in the messages below.**Also, the other day I was inviting people who clicked my ads to Like our page* there were quite a few because I have ads going way back and wasn't aware this feature was available. After a while I received an automated error message that said the feature was disabled because I was clicking too fast. This is quite infuriating since I paid for these ads and it was perfectly reasonable to send these invites, not to mention the fact that nobody responded to my message for help on the issue.***Thank you,**Darin***On Thu, May **, **** at *:** AM Facebook ******@***.com* wrote:** Good Morning Darin,** This is BJ from Facebook Ad Support. At this time, we’re going to go ahead and close this case since we haven’t heard back from you. If you have any other questions, please don’t hesitate to reach back out to us.** Facebook Ad Support:* https:**www.facebook.com*business*resources** Please help us improve by taking a few minutes to complete a brief survey about your experience with me. You'll receive an email linking to our survey in the next few minutes. I appreciate your feedback, and thank you for contacting Facebook.*** Thanks again for reaching out to Facebook!** Thanks,* BJ* Global Marketing Solutions Facebook** *On Wed May **, **** **:**:**, BJ wrote:* *Good Morning Darin,* *This is BJ with Facebook Ad Support. I wanted to follow up with you regarding your case. Please let me know if you need assistance on this.* *I’ll be reaching back out within **-** hours to check in if I don’t hear back.* *Thanks for reaching out to Facebook! Have a great day!* *Thanks,* *BJ* *Global Marketing Solutions Facebook* **On Tue May **, **** **:**:**, BJ wrote:* **Good Morning Darin,* **This is BJ with Facebook Ad Support. I wanted to follow up with you regarding your case. Please let me know if you need assistance on this.* **I’ll be reaching back out within **-** hours to check in if I don’t hear back.* **Thanks for reaching out to Facebook! Have a great day!* **Thanks,* **BJ* **Global Marketing Solutions Facebook* ***On Mon May **, **** **:**:**, BJ wrote:* ***Good Morning Darin,* ***This is based on user activities, we can't control how they interact with your Ads. Also, the relevance score of your Ad is a * and that usually affects the delivery compared to another competitor that may have something similar with a better score. I would recommend maybe a carousel with multiple high-quality pics or just change up the Ad Set to see a perhaps a different audience interacting.* ***Thanks,* ***BJ* ***Global Marketing Solutions Facebook* ****On Mon May **, **** **:**:**, Fork wrote:* ****Hello BJ,* ****Yes, it's delivering again, but I wish I could figure out why the cost per* ****result is almost *.*X the lifetime average. Also, why I'm getting so many* ****post likes and so few page likes. Nothing wrong with post likes, but I'm* ****paying for page likes and followers.* ****Regards,* ****Darin* ****On Mon, May **, **** at *:** AM, Facebook ** *********@***.com* wrote:* ***** Good Morning Darin,* ****** ***** This is BJ with Facebook Ad Support. I wanted to follow up with you* ***** regarding your case. Please let me know if you need assistance on this.* ****** ***** I’ll be reaching back out within **-** hours to check in if I don’t hear* ***** back.* ****** ***** Thanks for reaching out to Facebook! Have a great day!* ****** ***** Thanks,* ***** BJ* ***** Global Marketing Solutions Facebook* ****** ****** ***** *On Thu May **, **** **:**:**, BJ wrote:* ***** *Good Afternoon Darin,* ***** *This is what our team found: Ad ************* is not delivering because* ***** the Adset has been paused since ****. It wasn't activated until ****. Also,* ***** the budget decreased in the adset's budget from *,***.** to ***.**. If you* ***** have any other questions regarding this case, please feel free to contact* ***** me.* ***** *Thanks,* ***** *BJ* ***** *Global Marketing Solutions Facebook* ***** **On Thu May **, **** **:**:**, BJ wrote:* ***** **Good Afternoon Darin,* ***** **Thanks, I'm currently with a customer and as soon as I'm finished I will* ***** be calling you. Thanks for your patience.* ***** **Thanks,* ***** **BJ* ***** **Global Marketing Solutions Facebook* ***** ***On Thu May **, **** **:**:**, Fork wrote:* ***** ***Hi BJ, the number is ***-***-****.* ***** ***Best regards,* ***** ***Darin* ***** ***On Thu, May **, **** at **:** AM, Facebook ** ***** ********@***.com* wrote:* ***** **** Good Morning Darin,* ***** ***** ***** **** If you can please provide me a phone number that would be much* ***** **** appreciated.* ***** ***** ***** **** Thanks,* ***** **** BJ* ***** **** Global Marketing Solutions Facebook* ***** ***** ***** **** *On Wed May **, **** **:**:**, BJ wrote:* ***** **** *Good Morning Darin,* ***** **** *Sure thing I'll be calling you at **:** AM PST (**:** PM CST). What* ***** is* ***** **** the phone number to reach you at? Also, I'll be calling from a **** ***** area* ***** **** code at that time.* ***** **** *Thanks,* ***** **** *BJ* ***** **** *Global Marketing Solutions Facebook* ***** **** **On Wed May **, **** **:**:**, Fork wrote:* ***** **** **Anytime between **-** is great for me.* ***** **** **Thank you,* ***** **** **Darin* ***** **** **On Wed, May **, **** at *:** PM, Facebook ** ***** **** *******@***.com* wrote:* ***** **** *** Good Afternoon Darin,* ***** **** **** ***** **** *** Sure thing I'm available from * AM - * PM CST (* AM - * PM PST).* ***** Just* ***** **** let* ***** **** *** me know what works best for you. Also, in the meantime do you* ***** need us* ***** **** to* ***** **** *** reimburse you for that $*** coupon expiring with a valid one. If* ***** yes I* ***** **** can* ***** **** *** get with our leads to make that happen for you.* ***** **** **** ***** **** *** Thanks,* ***** **** *** BJ* ***** **** *** Global Marketing Solutions Facebook* ***** **** **** ***** **** *** *On Wed May **, **** **:**:**, Fork wrote:* ***** **** *** *Hello BJ,* ***** **** *** *I can't do a call today, but I'm available tomorrow.* ***** **** *** *Thank you,* ***** **** *** *Darin* ***** **** *** *On Wed, May **, **** at **:** AM, Facebook ** ***** **** *** ******@***.com* wrote:* ***** **** *** ** Good Morning Darin,* ***** **** *** *** ***** **** *** ** My apologies I wasn't trying to give you a hard time just* ***** **** explaining the* ***** **** *** ** process and I'm more than glad to assist you on this to get* ***** your Ads* ***** **** *** going.* ***** **** *** ** If you like I can call you at a convenient time to go over* ***** this and* ***** **** get* ***** **** *** a* ***** **** *** ** resolution. I'm available today until * PM CST.* ***** **** *** *** ***** **** *** ** Thanks,* ***** **** *** ** BJ* ***** **** *** ** Global Marketing Solutions Facebook* ***** **** *** *** ***** **** *** ** *On Wed May **, **** **:**:**, Fork wrote:* ***** **** *** ** *Hello BJ,* ***** **** *** ** *Yes, I'm fully aware the coupons have an expiration date.* ***** Did you* ***** **** read* ***** **** *** ** the* ***** **** *** ** *part of my message where I said I was contacting you because* ***** **** something* ***** **** *** was* ***** **** *** ** *causing my ad delivery to be throttled and preventing me from* ***** **** using the* ***** **** *** ** *balance on the scheduled deadline?* ***** **** *** ** *This ad was delivering just fine earlier in the month* I* ***** checked* ***** **** the* ***** **** *** end* ***** **** *** ** *date around May * when I discovered the ad was not delivering* ***** **** properly* ***** **** *** and* ***** **** *** ** *even tried to run a *nd ad to exhaust the balance.* ***** **** *** ** *Over the past few years I've spent about $*,*** on ads (not* ***** that it* ***** **** *** should* ***** **** *** ** *matter). When I encounter a problem with your platform and* ***** loose* ***** **** *** budget I* ***** **** *** ** *was entitled to use, it would be nice if Facebook would* ***** **** investigate and* ***** **** *** ** fix* ***** **** *** ** *the issue, instead of give me a hard time about $*** of ads.* ***** **** There is* ***** **** *** no* ***** **** *** ** *help line to call and it takes * *** days to get an email* ***** **** response. I* ***** **** *** get* ***** **** *** ** *the sense that the attitude of Facebook customer service is* ***** that* ***** **** our* ***** **** *** ** *relationship is such that it's my role to spend as much money* ***** as I* ***** **** can* ***** **** *** and* ***** **** *** ** *your role to tell me "tough luck" whenever I encounter an* ***** issue.* ***** **** *** ** *Sincerely,* ***** **** *** ** *Darin Forkenbrock* ***** **** *** ** *On Wed, May **, **** at **:** AM, Facebook ** ***** **** *** ** ******@***.com* wrote:* ***** **** *** ** ** Good Morning,* ***** **** *** ** *** ***** **** *** ** ** Coupons do expire and have to be used in the time frame* ***** provided* ***** **** or* ***** **** *** it* ***** **** *** ** ** will not be valid past the expiring date. We charge the* ***** coupon* ***** **** if it* ***** **** *** ** isn't* ***** **** *** ** ** expired first and then the first payment method.* ***** **** *** ** *** ***** **** *** ** ** Thanks,* ***** **** *** ** ** BJ* ***** **** *** ** ** Global Marketing Solutions Facebook* ***** **** *** ** *** ***** **** *** ** ** *On Wed May **, **** **:**:**, Fork wrote:* ***** **** *** ** ** *Thank you. The screenshot is attached and here is the* ***** info.* ***** **** *** ** ** *Campaign ID: ************** ***** **** *** ** ** *Ad ID: ************** ***** **** *** ** ** *On Wed, May **, **** at *:** AM, Facebook ** ***** **** *** ** ** ******@***.com* wrote:* ***** **** *** ** ** ** Good Morning Darin,* ***** **** *** ** ** *** ***** **** *** ** ** ** Thank you for contacting Facebook! My name is BJ and I* ***** will be* ***** **** *** ** assisting* ***** **** *** ** ** ** you with this inquiry. I understand you need assistance* ***** on the* ***** **** *** ** delivery* ***** **** *** ** ** of* ***** **** *** ** ** ** your Ads being throttled. I wasn't able to get your* ***** **** screenshot but* ***** **** *** ** can* ***** **** *** ** ** you* ***** **** *** ** ** ** please provide me the Ad ID to get looked at further?* ***** Looking* ***** **** *** forward* ***** **** *** ** ** ** hearing back from you.* ***** **** *** ** ** *** ***** **** *** ** ** ** Thanks,* ***** **** *** ** ** ** BJ* ***** **** *** ** ** ** Global Marketing Solutions Facebook* ***** **** *** ** ** *** ***** **** *** ** ** ** *On Tue May **, **** **:**:**, Darin Forkenbrock wrote:* ***** **** *** ** ** ** ** ***** **** *** ** ** ** *I can't figure out why the delivery of my ads seem to be* ***** **** *** ** throttled. I* ***** **** *** ** ** ** set my Ad Set to spend my full budget in the weeks* ***** leading up* ***** **** to* ***** **** *** ** ** ** yesterday. However, if you look at the attached pic* ***** you'll* ***** **** see* ***** **** *** that* ***** **** *** ** I* ***** **** *** ** ** lost* ***** **** *** ** ** ** $*** on an ad coupon that expired.* ***** **** *** ** ** ** *In the past when I set a budget deadline the budget* ***** would be* ***** **** *** ** entirely* ***** **** *** ** ** ** spent by that deadline. As far as I know I haven't made* ***** any* ***** **** *** changes* ***** **** *** ** to* ***** **** *** ** ** my* ***** **** *** ** ** ** settings that would effect deliver (the campaigns are* ***** Lamm and* ***** **** *** ** Lamm*).* ***** **** *** ** ** The* ***** **** *** ** ** ** impressions should have accelerated, as the end date* ***** deadline* ***** **** *** ** ** approached,* ***** **** *** ** ** ** instead my remaining budget just ended up going down the* ***** **** drain.* ***** **** *** ** ** ** *Can you please invesigate and explain the problem and* ***** can I* ***** **** get* ***** **** *** that* ***** **** *** ** ** ** budget I should have been able to use back.* ***** **** *** ** ** ** *Thank you,* ***** **** *** ** ** ** *Darin* ***** **** *** ** ** ** ** ***** **** *** ** ** *** ***** **** *** ** ** *** ***** **** *** ** ** *--* ***** **** *** ** ** *Darin Forkenbrock* ***** **** *** ** ** *(***) ***-****
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Customer service issue
Reported by GetHuman1033939
Aug 25th, 2018 - 4 mons ago
I have an issue with Facebook too
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Aug 25th 1:20am
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Aug 25th 1:22am
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Aug 26th 7:15pm
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Aug 28th 3:41am