Hello,
On July 27th, 2025, I initiated a WhatsApp ad campaign, meticulously spending hours creating a video advertisement to promote my business. The budget for a 15-day campaign I chose was from Rs. 90. However, based on WhatsApp's own estimate calculation, I transferred a total of Rs. 1600 (Rs. 900 and Rs. 700 respectively), an amount significantly exceeding the initially indicated budget.
Despite this substantial investment, the campaign has failed to deliver as expected. On July 27th and 28th, I received only four connects, none apart from one were relevant to the advertisement's content. More critically, as of yesterday, around noon (July 28th), the status of my advertisement abruptly changed to "NOT DELIVERING."
Recognizing the urgency of this situation, I immediately contacted WhatsApp customer support on the same day.
Despite my detailed explanations and the provision of screenshots to highlight the discrepancies between their suggested resolution steps and the options available on my iPhone (the platform I use), customer support consistently provided generic instructions that were impossible for me to follow. Their initial dismissal of my screenshots for "technical reasons" was particularly unhelpful and prevented any meaningful progress.
My subsequent attempts to re-engage on the WhatsApp support chat and an email sent to "[protected]@support.whatsapp.com" yielded the same unworkable solutions. The repeated provision of irrelevant steps, even after I had clearly demonstrated their inapplicability, was incredibly frustrating and indicates a severe lack o[censored]nderstanding of my specific problem.
Given the complete failure to address the core issue of the "NOT DELIVERING" ad and the inability of your support team to provide a viable solution, I was compelled to demand a refund. It was at this point that your support began to claim that the funds are not held by WhatsApp, a statement that contradicts the payment evidence I have provided (as seen in the attached image file). I have had successful refunds from other entities like Amazon, Myntra or any other App based on Website based brands/companies without any complications, making this current stance unacceptable.
Further exacerbating the issue, when I attempted to "manage the ad" or request a refund via WhatsApp Web, clicking on "MANAGE ADS" redirected me to a Facebook page. However, upon navigating to the "Billings & Payments" section and searching for my ad account ID[protected], I was unable to locate it. This discrepancy, where my WhatsApp Business account links to Facebook but my ad ID is not discoverable there, is highly confusing and prevents any self-service resolution. Details of this issue have also been shared as a screenshot.
My business has experienced a slowdown since last August, and this advertising campaign was a crucial investment aimed at reaching a wider audience and showcasing my offerings. The current failure of this ad, coupled with the inability to secure effective support or a refund, is severely impacting my efforts to recover and grow.
My WhatsApp Ad id :[protected].
I urge you to investigate this matter with the utmost urgency, resolve the ad delivery issue, or process a full refund for the undelivered service. I expect a resolution that genuinely addresses my complaint and acknowledges the significant financial and business impact this situation has caused.
Sharing you my bank statement where the payment has been made but like the company representative mentioned that I have to request for a refund with the bank is not possible and that is not how refunds are worked.
*Sharing few media/screenshots have been attached for reference as all the documents cannot be added.
Was this information helpful?
Post your Comment