Locked out and bad customer service...

[metascustomerservicesux]

I few months ago, Meta rolled out a program which apparently required me to verify my birthday.  There was an email request sent to my original email address, and since I get thousands of emails per day, I didn't receive it. 

Shorty thereafter, Meta locked my account.  I could no longer log in from the Quest 2 or Quest 3...not the app, not the internet, nothing.  Making things worse, no matter how I attempted to log in - I received a "redirect error."  

I sent an email 2 months ago, explaining that I cannot log into my account to change my birthday, and I had taken ALL of the steps that Meta requested (which included clearing my cache, trying from a different computer, from a different browser) - all of those solutions ended with the same redirect error.  It is now mid-December and I have several hundreds of dollars worth of software on my original account, along with 2 Meta Quest Headsets (a Meta 2 and a 3) which I cannot use AT ALL...NOR can I access the hundreds of dollars worth of software that I had paid for on that account. 

To make matters worse, the email chain that I have currently with Meta started with the basic solutions (which I just explained that I had tried) and then turned into the person emailing me back to tell me that they were going to recommend me to "accounts", and it would take "up to 7 days" to receive a response.  I waited 7 days, before received a response, only to go thru the same exact procedures that I had just gone thru - with several more emails - until I was told I needed to wait 7 more days because I was being "recommended to accounts."  To make things even worse - once the 7 days were up, literally the next person to contacted me - simply started the process completely over...now I am over 70 emails - which are LITERALLY cut and paste responses (I know this because in several of the responses, it's literally duplicated - one is with blanks where my name should go - and the other has my name in it, none of these attempt to solve the problem, none of which provide the name and phone number of any supervisor or some human to talk to, despite my repeated requests for that solution.

At this point, it is easy to conclude that Meta has decided that it is more profitable to just pretend like I never purchased these items (on my original account), looping me thru endless and fruitless emails, forcing me to either sell my headsets to someone else - out of disgust - OR to get so frustrated with Meta that I open a NEW account - and then repurchase the software that I already have the right to (because I purchased it).

This isn't right, it is certainly unethical - and I'm fairly certain it is tantamount to stealing.  I would like to have the problem solved, so I can log into my old account, OR to refund all of the purchases on my previous account.  I don't want to have someone just type that they "are working on it", and then rotate to the next copy and paste response, while doing nothing.  I would like to speak with a real human being on the phone, if that is possible.

[MetaQuestSupport]

Hey there!

We completely understand this is not the experience you would want to have and understand the urgency to get this issue resolved for you. Although we wouldn't be able to contact you over the phone, if you can please get in touch with us over private message, we can certainly review the action take on your case so far and work together to come to a resolution. 

We're looking forward to hearing back from you on this so we can help you out. All the best for now!