Google Keeps Changing Phone Number on Listing

FriarTuck00

Member
Joined
Nov 13, 2014
Messages
63
We have a local HVAC company as a client and we are using CallRail to track their incoming calls. In their GMB listing, we had the dedicated CallRail GMB number as the main number and their real phone number as the additional number. On multiple occasions over the last month, Google has removed the CallRail number and replaced it each time with a number that does not call into the business.

Any ideas as to why this is happening?
 

FriarTuck00

Member
Joined
Nov 13, 2014
Messages
63
If you share the listing and the number I would be happy to research it for you.
Thanks, but I've already changed the number back to their main number. The client is unhappy about missing calls and decided to cancel their CallRail service. So, the number that now appears is their main number.
 

keyserholiday

Administrator
Local Search Expert
LocalU Faculty
Joined
Jul 27, 2017
Messages
397
It can several issues, a 3rd party citation with the wrong number has access to GMB, Google has incorrect data in their end or a user keeps suggesting an edit. Since it’s not the call rail number and the landline, I seriously doubt it’s call rail’s doing.
 

Yan Gilbert

Administrator
Joined
Oct 15, 2016
Messages
390
We've had that CallRail setup for many listings and never had that issue.

It's possible that some site out there has the wrong number and associated with your business and Google is updated the listing from that. If you perform a search for 'business name + wrong number' you might turn it up. If this is the case, then the problem may continue even after you put the main number as the primary since that would be the source.
 

FriarTuck00

Member
Joined
Nov 13, 2014
Messages
63
So after some digging I found that there were 3 sites showing this other phone number as the number for the business: WhitePages, B2BYellowPages and Birdeye. I was able to change the number on B2BYellowPages. WhitePages and Birdeye both want you to pay to make the changes. WhitePages uses Yext, I think and the cost is $99/year while Birdeye costs $99 per month.

Could the WhitePages listing be what is triggering the change in Google? On that listing, only the business name matches what we have in Google. The address is wrong as is the phone number.
 

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