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Listing Was Suspended + Reinstated. Lost visibility, and thousands of reviews are missing 0 Recommended Answers 31 Replies 18 Upvotes
Last edited 4/20/19
About a month ago, I requested to have the editorial summary on one of our listings changed, as it was outdated.
I was told they could only change it if it was completely inaccurate.
After speaking to Google about it again, I then received an email telling me they had changed it.
Only, upon checking, what they’d actually done is suspend the listing without notifying us or providing a reason as to why.
Some background info: We have several listings in the account with the same address. Each of these are a different aspect of the business, with different entrances, and booking systems etc. Based upon this, we created a listing for each of them, resulting in 4/5 business listings created at the address fairly recently. Of course we had to verify this to Google by providing entrance images etc. as proof. We had to do this twice, and it was approved both times without any issue.
Whilst looking into the issue, I assume they saw several listings with the same address and actioned a suspension. Why they suspended our strongest listing - a historic listing with well over 2,000 reviews that we rely on for as a source of our branded traffic, I have no idea.
When speaking to Google about the suspension, they again stated that there are several listings with the same address. Upon explaining the situation, again, I was asked to provide entrance images for each of the listings, which I did, again.
The listing was eventually approved to be reinstated, (around 2 weeks ago), however we have essentially lost all of our visibility. We no longer appear for our brand, where we received the majority of our impressions - thousands. All of our reviews have also disappeared from the listing. I don’t know the exact figure but it was in the ballpark of 2000+. We do appear for some keyword searches, however, our visibility is not what it was and of course the listing is not as attractive as it was.
I have spoken to Google several times now trying to figure out what is going on and all I keep hearing is that “these things take time”, “my colleague is already looking into this”, and that I would receive an email within 24 hours about the issue, but have never received one. I asked to speak to a manager, or for a case number, so I could get straight through to someone about the issue but told that wouldn’t be necessary because I would receive an email.
A week later, this still hasn’t happened.
I find it hard to believe it would take this long to reappear for a branded search, when I know that as soon as a new listing is verified, you appear almost instantly for branded terms.
I feel like there is some underlying issue that I am not being made aware of.
It seems as though, since the listing was reinstated, it was not in violation of Google’s guidelines, and this suspension has completely reduced our GMB visibility, through essentially no fault of our own.
Any help would be appreciated.
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