Meta Platforms has been actively enforcing bans across its range of social media applications, impacting a wide array of users. Amid this widespread crackdown, subscribers of the Meta Verified service, who are paying for enhanced features, have expressed frustration over inadequate customer support. Users have labeled the service as “useless,” despite Meta’s assertions of providing direct account assistance as part of the subscription benefits.
Account Bans and Customer Dissatisfaction
A report from TechCrunch indicates that Meta Verified subscribers are facing a lack of effective support from the company’s customer service team regarding accounts that have been wrongfully suspended. These suspensions have affected users on platforms like Facebook, Instagram, and various Facebook Groups in recent months, often without clear explanations. Despite paying a monthly fee of $14.99 in the US (approximately Rs. 1,300) and Rs. 699 in India, users feel abandoned in their time of need.
Although Meta advertises “access to direct account support” for its Verified users, many have criticized this support as inadequate. Account suspensions have left users unable to access essential messages and business profiles. Complaints include the absence of phone support and non-functional links for appealing suspensions. Additionally, users report that automated responses provide little to no real assistance.
The underlying reasons for the widespread account bans remain unclear, but speculation suggests that issues may arise from Meta’s AI systems being unable to accurately distinguish between legitimate content and violations. This situation highlights potential problems with content moderation.
So far, the company has officially acknowledged the issue only in reference to Facebook Group account suspensions, attributing them to a “technical error.” Regarding Instagram concerns, Meta stated, “We’re aware that some of you are having issues accessing your Instagram account. We’re looking into it and apologize for the inconvenience.”
The ongoing account suspensions have led to considerable losses for both businesses and individuals, many of whom have lost years’ worth of messages and media. This situation has incited widespread anger, prompting numerous users to consider legal action, including class-action lawsuits.
A petition on Change.org is gathering momentum, holding Meta responsible for “Wrongfully Disabling Accounts with No Human Customer Support.” Over 25,000 individuals have signed this petition, urging the company to improve its AI systems, reinstate access to suspended accounts, and enhance customer support channels.
