Last week Google restored my AdSense account without explanation, though I had already learned through a back channel that an employee discovered I’d been hacked. A couple of days later I received the following e-mail from Attorney General Martha Coakley’s office:
Dear Mr. Kennedy:
Thank you for contacting the Office of Attorney General Martha Coakley. The Office is not able to handle every matter that is brought to its attention; however, we do take note of every complaint received, and watch for a pattern of complaints related to a particular company, individual, or industry.
Thank you for bringing this matter to the attention of the Attorney General’s Office.
Public Inquiry & Assistance Center
Here is my response:
Dear Mr. Vitalini:
Thank you for your letter of January 25 regarding my complaint about Google for cutting off my AdSense account and confiscating the money I had earned. I agree with you that my issue was a small one, but I hope you will find it useful in establishing the “pattern of complaints” that you are looking for. I would note that I gave you information about other, similar situations in my original letter.
Since I last wrote to you, Google has restored my AdSense account and returned my money. I have received no official explanation as to what happened, but have learned through a back channel that a Google employee determined my account had been hacked. Though I’m grateful, I know that the only reason my account was restored was because I am fairly well known in the blogging community. In my case, someone who reads my blog contacted a personal friend who works for Google. That is not something that is going to work for most people.
The central problem, I believe, is that Google has automated the process of detecting problems with AdSense accounts and shutting them down — and then offers no recourse to a human being. I think regulators nationwide should insist that Google offer some way for aggrieved customers to complain to a person rather than to a computer, and to receive a clear explanation as to what went wrong and why.
I hope I’m done with this. And I still plan to replace the overhead with local advertisements, which will allow me either to eliminate or play down my Google ads.