So I bought a Quest 2 a couple of years ago for my son, it’s always worked fine. It was set up correctly as a managed account so that all requests for purchases etc come to me first.
i bought him a quest 3 for Christmas and 4 months ago meta just locked it saying that it might be used as a 13 year old but they think he’s 10 and that I must supply ID. i told them he’s 10 and they said supply the id and they will reinstate the account with the correct date of birth. I did and they can’t do it.
They said I need to create a new account. This will mean he loses all of his game progress and his purchases over the few years.
I’ve asked for a senior complaints team and even the details of who I can get in touch with to take legal action but they won’t give me any information.
Any help or contact details would be great because these guys seem to think they’re helpful.
We would love to have a closer look into this to see what can be done and would like to proceed this conversation in a private message.
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Is there any legal obligation on Meta’s part to offer an alternative solution that wouldn’t result in my son losing all his game data and purchases? Given that it’s a managed account and I, as the guardian, was in control of the account, can they just wipe everything like this?
We understand that it is really frustrating to lose access of the purchased games/apps and we genuinely intend to look into this for you to get back in the world of mixed reality. We request you to send us a private message that would allow us to get more details around this case and provide you the best assistance we could.
They appear to do whatever they like and for 4 months I have been passed from one customer service assistant to another.
my last contact was them telling me to voice my issue to this community and what did they say? They said the email team are still looking into it.. 12th November is the day of deletion.
We'd be happy to take a look into this issue for you and see what's happening - could you please send us a private message to discuss?
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