I’m reaching out to see if anyone has experience dealing with a situation like this. In July of last year, our ad account was hacked. The hacker created an ad with a sales objective, which led to us losing a significant amount of money.
We contacted support right away, and they assured us that the lost costs would be reimbursed. However, the issue has been stuck in the technical department for months now, and there has been no resolution. Support keeps telling us that it’s impossible to connect us directly with the technical team.
Has anyone faced a similar issue or knows of a way to expedite the process? Any advice or alternative methods to resolve this would be greatly appreciated.
Did you try to contact with business support team/meta pro team?
To recover your hacked ad account you need to have some information regarding your ad account that can be help to authorise that you are the right owner of the ad account.
If you have the necessary information, open a case with the support team through the Business Help Center.
I'm sure it will help you to regain access on your hacked ad account.
I have experience about dealing with this type of issue.
If you want to know more about it please reply here.
Thanks for your message and the suggestions about recovering the account. However, we’re not looking to regain access to the account – we intentionally closed it after the incident.
When we reported the issue to the support team, we were assured that the lost funds would be refunded. That’s our only concern now, and we’d really appreciate your help in getting this resolved.
Yes, we were informed over the phone that the money would be refunded to us through several transfers to the bank account that was linked to the ad account.
Oh I understand you might have been contacted with technical team over the phone call, if it taking a long time to refund then for getting back your money as soon as possible you can try to contact with meta pro Team specially they are working with ad related issue.
We are already in contact with the Meta Pro Team via email, and we’ve also spoken with them over the phone. However, we keep hearing that the issue is still with the technical department.
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