Manager account closed after AIV failure - two contradictory support determinations on the same day, decision date withheld

I am requesting a human review of a manager account closure. Two Microsoft Advertising support representatives gave me directly contradictory determinations about the same account on the same day, and support has declined to provide the decision date that the closure is based on.

ACCOUNT

• Manager account: G1***6N (full account number, customer ID, and account ID available privately)
• Account name: Rock Vault Storage
• User on file: ******@g2digital.io
• Agency: G² Digital, managing this and other client accounts
• Note: this account signs into Microsoft Advertising via Google SSO on ******@g2digital.io. I am posting from a separate work address because that address has no Microsoft account.

TIMELINE

• Nov 2, 2025 — Advertiser Identity Verification requested by email.
• Nov 12, 17, 22, 27, 2025 — reminder emails received at ******@g2digital.io.
• Nov 22 and Dec 2, 2025 — emails stating the verification request had expired.
• AIV status subsequently shows Failed. I believe the cause is a business name mismatch between what was entered at signup and our registration documents, not a legitimacy issue. I have business registration, EIN, and proof of domain ownership available.
• I never received an account status change notification containing an appeal link. I have searched the inbox that received all of the verification emails above.
• Sep 3, 2026 — two support chats, described below.

THE CONTRADICTION

In the first chat, the representative stated the account is permanently closed, that appeals must be submitted within six months of the original decision, that this period has passed, and that the account will remain closed.

In the second chat, a different representative reviewed the same account and stated that it is marked suspended, that this is a temporary suspension pending manual review, that it is not permanently suspended, and that I had one AIV attempt remaining. She offered to validate my documents before I used that final attempt.

Within the same conversation, after I asked what specifically caused the previous AIV failure and what business name was on file, she reversed the determination to permanently closed and beyond the appeal window.

INFORMATION SUPPORT DECLINED TO PROVIDE

I asked for the case number, the exact date of the original suspension decision, and confirmation of the email address the status change notification was sent to. I was told none of these could be provided — while the six-month appeal window, which runs from that undisclosed date, was enforced against me.

WHAT I AM ASKING FOR

1. The date of the original suspension decision, and confirmation of whether a status change notification was delivered and to what address.
2. The specific AIV failure reason.
3. If the second representative's assessment was correct and an AIV attempt remains, the ability to correct the business name on file and use that attempt.
4. If the closure stands, a clear statement of that from someone with the authority to make it, rather than two opposing determinations from the same support channel on the same day.

I am not disputing a policy violation finding. I am trying to correct a verification record and get a consistent answer about the account's actual status. I have not created and will not create any replacement account, and I understand that doing so would be a circumvention violation.

I can provide the verification emails, full chat transcripts, account identifiers, and documentation privately.