She's among an unknown number of users who complain about the lack of customer service.
It happened to Karina, who asked that we only use her first name to protect her privacy. Not only was her Facebook account disabled — wrongly, she said — but it caused her kids to be booted off Messenger Kids. And then she said her Instagram account was also blocked as it was “reviewed” by Meta, the parent company of the social media sites.
When she opened the Facebook app on her phone on Aug. 30, it asked her to confirm her identity, but she kept getting an error message, she said. She tried to appeal, this time sending a photo of her passport along with an explanation that she thought her account was hacked and the questionable messages were sent by someone else.
“My kids were very upset because they chat with their closest friends through that app,” Karina said, noting she uses it because she can monitor their online activity. “I feel my kids are being punished through no fault of their own or mine.”
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