Meta Headquarters — Local services in Menlo Park

To whom it may concern,

I have been dealing with this terrible issue on both Facebook & Instagram for a week now. It's very important to me as years and years of memories, content, and conversation are on the line here. It may sound silly to say that, but It's truly a massive part of my social life, and I'd really like an actual person to help me because the Help Center has been an unsuccessful route thus far.

According to an automated email sent to me by Instagram, on Friday, December 16th, at 11:00 AM Eastern, someone in London gained access to my Instagram account and did "something;" I still have no idea what; that has resulted in not only my Instagram account to be inaccessible, but my Facebook account as well because they are tied together. I was sleeping during all of this and was given no other alerts or warnings on this. Just an automated message that someone from London logged into my account and the option to secure my account, since it was not me who had logged in.

I go to the suggested link to secure my account in hopes to change my password only to find that both my Instagram and Facebook accounts have been disabled for violating terms of service. I did not violate any terms of service as my account was clearly hacked. Instagram's automated services have even made that evident with the obvious geo-location being a totally different side of the hemisphere, as I am and have been in Florida, USA the whole time.

I have MANY years of memories, conversations, and media on those platforms so why would I do anything to jeopardize that? Whatever occurred on my Instagram account that broke the terms of service, you will see did not come from me, or any of my devices, and the login came from a different person in a totally different country. I will talk to and provide any proof I can to please, please, please get my profile back. I'm begging someone to please help me resolve this. I did nothing wrong and all of this is really upsetting as I had a lot of faith and dependence in these...

Hi, I see many people have the same issue, their account was disabled for no reason and you can’t get in touch with Meta, Facebook, Instagramme, WhatsApp etc. Most of these people have done nothing wrong and face mental stress, hardship, etc. because a AI decided you are violating their AGB, therms of service etc. But in the case of my wife, she posts our new born foals, horses, dogs, cats, family, landscape, and makes videos of foals, horses, dogs and cats running around and tries to make some money on the side with these videos, she made an account especially for that. Then FB thinks she is violating something but never told her what she did wrong and disabled her account, all her accounts… now, during my research I found many people, honorable people (I know not all people are…) that experienced exactly the same and a lot of them had their Buisness shut down on FB or Instagramme for nothing, they went through a lot including bankruptcy, mental hardship, destruction of their family, destruction of their income stream etc. And Meta, FB etc. Doesn’t think it’s a good idea to have at least a number you can call and talk to a real person, NO of course not that costs money! Everything is AI and you get always the same response, let’s make them accountable with a Class Action Lawsuit! From what I hear and saw that could cost Meta...

I guess I have to give them one star since ZERO is not an option. How can a company of this size have ZERO customer service for both business customers who advertise and private people who use and are the customers to everyone that advertises on this platform. Their AI that is used to review accounts for sanctioning customers for posts that go against their community standards is beyond FLAWED. I have no argument with the community standards themselves, my argument is that their AI seems not to take into account that accounts can be hacked, and to verify the IP addresses that make the posts - they have the information - USE IT!!! The social/mental and financial impacts this has on both the people that helped build this empire since inception and the businesses that have used it to help grow their businesses is daunting. The number of people that this oversight has affected is HUGE - it truly is a shame that it seems META/Facebook has no intentions of correcting this. If this could be turned into a Class Action lawsuit, sign me up! ABSOLUTELY...