102 Missing Reviews After Reinstatement - Support falsely claiming "Policy Violation"

[eyecon.moments]

Hi everyone,
I am desperately seeking help from a Product Expert to escalate a broken support loop. I am a wedding photographer and videographer based in the UK, and I've lost 102 genuine client reviews due to what is clearly a sync glitch, but standard support is refusing to look at it.
Business Name: Eyecon Moments
Profile ID: 13751439681552775219
Case ID: 8-7612000040504
The Timeline:
My profile was suspended and then successfully reinstated.
After reinstatement, only 11 out of my 113 reviews reappeared. 102 are still missing.
I opened a ticket to get the remaining reviews synced.
Standard support has now closed my case, stating that the 102 missing reviews "violate Google policies."
As you know, 102 real, detailed wedding reviews do not suddenly violate policy overnight. This is the known issue where the automated spam filter incorrectly flags legitimate reviews during a reinstatement sync.
I have attached a screenshot of support's refusal, along with screenshots of a few of the missing reviews to prove they are legitimate, detailed experiences from real couples.
Can any Diamond or Platinum Product Experts please help me escalate this to the engineering team for a manual review? This glitch is devastating to my business, and Tier 1 support has completely walled me off. Thank you!

 

[keyserholiday]

You need to post on the help forum and wait for a PE to pick up the thread.

 

[Bartosz_PRD]

Since you have already been told to post on the official Google Business Profile help forum and wait for a Product Expert, I would make that post as narrow as possible.

I would frame this as a post-reinstatement review-sync/filtering issue, not as 102 separate review appeals.

The packet I would include:

1. Profile ID / Maps URL
2. suspension date and reinstatement date
3. review count before suspension and after reinstatement
4. support case ID and the support reply saying the missing reviews violate policy
5. screenshots showing the historic 113-review count, if available
6. 5-10 representative missing reviews, ideally with customer names/dates if visible elsewhere
7. one short timeline and one narrow ask: manual review of the post-reinstatement review sync/filtering decision

The goal is to make it very easy for a PE/support reviewer to see the pattern quickly. If the opening post is too broad, support may treat it like a normal appeal for individual removed reviews instead of a reinstatement sync problem.

 

[eyecon.moments]

Since you have already been told to post on the official Google Business Profile help forum and wait for a Product Expert, I would make that post as narrow as possible.

I would frame this as a post-reinstatement review-sync/filtering issue, not as 102 separate review appeals.

The packet I would include:

1. Profile ID / Maps URL
2. suspension date and reinstatement date
3. review count before suspension and after reinstatement
4. support case ID and the support reply saying the missing reviews violate policy
5. screenshots showing the historic 113-review count, if available
6. 5-10 representative missing reviews, ideally with customer names/dates if visible elsewhere
7. one short timeline and one narrow ask: manual review of the post-reinstatement review sync/filtering decision

The goal is to make it very easy for a PE/support reviewer to see the pattern quickly. If the opening post is too broad, support may treat it like a normal appeal for individual removed reviews instead of a reinstatement sync problem.

Update on this case:


I finally managed to break past the automated bot loop with Google Support. A support representative named Vikram opened a brand new case for me under a completely different ticket ID.

• New Active Case ID: [0-5463000041134]

Vikram explicitly acknowledged the missing reviews on my profile and confirmed he has escalated the issue directly to the specialist engineering team for a manual CID data overwrite/merge.


However, it has now been over a full week since the escalation, and the ticket has gone completely quiet. Because my original thread was locked as a duplicate, I want to make sure an expert sees that I now have an active, human-verified escalation in progress.


If any of the Diamond or Platinum Product Experts here are able to look into this new case ID or ping the team, I would be incredibly grateful. This glitch is still heavily impacting my local business.


Thank you!

 

[keyserholiday]

The PE’s can’t access case IDs. Go and post I. The help forum.