The software giant assured both consumers and businesses that direct access to customer support would be included in the 2023 launch of Meta Verified, a premium verification service. However, some Meta Verified paying subscribers claim that despite a widespread ban wave that affects Facebook and Instagram accounts as well as Facebook Groups, they are getting little to no assistance from Meta’s customer service representatives, even when they are dealing with their most pressing issue to date: an account suspension that was unintentionally imposed.
Users have reported their encounters with Meta Verified support representatives as being condescending and unhelpful in emails to TechCrunch and other social media posts.
For weeks and months, users have been subjected to these account bans, which some believe are the result of AI algorithms. More than 25,500 people have signed a petition pleading with Meta to address the problems, and it is still growing. Reddit users have begun banding together to support or give advice to one another. A lot of them are even threatening to sue.
Even if these restrictions would impact tens of thousands of users, Meta has billions of users, so that is a tiny drop in the ocean. However, the losses are substantial for someone whose personal brand or company has abruptly vanished from Facebook or Instagram. Others are equally disappointed since they no longer have access to years’ worth of posted images and conversations with friends.
Meta has only recognized the Facebook Groups ban publicly thus far, stating last week that it was resolving the “technical issue” that caused the suspensions. Additionally, there is a brief mention of users experiencing difficulties accessing their accounts on an Instagram assistance website. But according to the Internet Archive, this language has been on the page since March.
Meta has not acknowledged whether the bans were caused by malware, AI, or another problem.
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