Place ID / CID Mismatch After Reinstatement – 56 Reviews Missing for Over 1.5 Months (Ticket 2 Still In Progress)

[Ido eid]

Hi everyone,

I am seeking guidance and escalation assistance from Diamond/Platinum Product Experts regarding all 56 legitimate customer reviews that disappeared following a business profile reinstatement over 1.5 months ago.

Business & Case Details:
• Business Name: 314 Garage Door Services
• Reinstatement Case ID (Approved): 8-5778000042211 (Reinstated over 6 weeks ago)
• First Support Ticket (Closed): Handled by support rep Mark, who closed the case with a canned response claiming that after investigation the reviews are gone forever and the decision is final.
• Secondary Support Ticket (Active): Case ID 2-0464000041548 (Currently marked as "In Progress" in our Google dashboard).
• Missing Reviews Count: 56 verified customer reviews.

Background:
Our profile was suspended and successfully reinstated over a month and a half ago. However, immediately upon reinstatement, all 56 historical customer reviews failed to transfer over. Because more than 6 weeks have passed, this is definitely not a temporary sync or propagation delay, but a clear Place ID / CID mismatch created during the reinstatement merge.

Current Situation:
1. Standard Support Roadblock: Tier-1 support (rep Mark) closed our initial inquiry claiming the reviews cannot be restored. However, our secondary dedicated case (ID: 2-0464000041548) remains actively "In Progress" with recurring backend timestamp updates, showing the issue is still unresolved internally.
2. Official Forum Status: A Gold PE escalated the thread initially, but after support stalled, stated they have no further insight.
3. Proof on File: We have the complete list of all 56 reviewer names ready for verification.

Because this is a technical Place ID mapping issue resulting from reinstatement rather than a policy violation, tier-1 support has reached a dead end.

Could any experienced PEs or agency members advise on how to escalate this to GBP Engineering / Maps Database teams to manually remap and re-link our historical reviews?

I can provide the list of reviewer names upon request.

Thank you very much for your time and help!

 

[Ido eid]

Hi everyone,

I am seeking guidance and escalation assistance from Diamond/Platinum Product Experts regarding all 56 legitimate customer reviews that disappeared following a business profile reinstatement over 1.5 months ago.

Business & Case Details:
• Business Name: 314 Garage Door Services
• Reinstatement Case ID (Approved): 8-5778000042211 (Reinstated over 6 weeks ago)
• First Support Ticket (Closed): Handled by support rep Mark, who closed the case with a canned response claiming that after investigation the reviews are gone forever and the decision is final.
• Secondary Support Ticket (Active): Case ID 2-0464000041548 (Currently marked as "In Progress" in our Google dashboard).
• Missing Reviews Count: 56 verified customer reviews.

Background:
Our profile was suspended and successfully reinstated over a month and a half ago. However, immediately upon reinstatement, all 56 historical customer reviews failed to transfer over. Because more than 6 weeks have passed, this is definitely not a temporary sync or propagation delay, but a clear Place ID / CID mismatch created during the reinstatement merge.

Current Situation:
1. Standard Support Roadblock: Tier-1 support (rep Mark) closed our initial inquiry claiming the reviews cannot be restored. However, our secondary dedicated case (ID: 2-0464000041548) remains actively "In Progress" with recurring backend timestamp updates, showing the issue is still unresolved internally.
2. Official Forum Status: A Gold PE escalated the thread initially, but after support stalled, stated they have no further insight.
3. Proof on File: We have the complete list of all 56 reviewer names ready for verification.

Because this is a technical Place ID mapping issue resulting from reinstatement rather than a policy violation, tier-1 support has reached a dead end.

Could any experienced PEs or agency members advise on how to escalate this to GBP Engineering / Maps Database teams to manually remap and re-link our historical reviews?

I can provide the list of reviewer names upon request.

Thank you very much for your time and help!

CRITICAL UPDATE: Found definitive proof of Feature ID (CID) split + verified by customers!

1. Database Identifiers Split:
By comparing the review notification email from before the suspension with a new review received on September 1st, I located both database IDs:
• Business Profile ID (Remains constant): 2128564402727128948
• Historical / Old FID (Where the 56 reviews exist): 6989879194679625081
• Current / New Live FID (Where new reviews land): 3076637958989480081

Evidence Links:
• Historical Review Link (Pre-suspension):
https://business.google.com/n/21285...DMWllVU5zY2pRM1JIYxAB?fid=6989879194679625081

• Current Review Link (Post-reinstatement, received Sept 1):
https://business.google.com/n/21285...6RXRRMkpGYkVGamFsRRAB?fid=3076637958989480081

2. Customer-Side Verification:
We asked 3 past customers to check their Google Maps profile under "Your Contributions" > "Reviews":
• All 3 verified that their reviews are still active and visible on their personal accounts.
• However, the business name association has become disconnected / blank.
This completely debunks the tier-1 support claim of policy deletion — the reviews are 100% intact in Google's UGC database, but orphaned due to the entity split.

Could any Diamond/Platinum PE please escalate this directly to GBP Engineering / Maps Database teams to execute a backend Merge / Remap from FID 6989879194679625081 into FID 3076637958989480081?

Support Case Details for Escalation:
• Active Reviews Ticket: 2-0464000041548
• Reinstatement Ticket: 8-5778000042211

Thank you so much!

 

[keyserholiday]

This post violates the rules. You may not post here to ask for help with an escalation.