Need Help: Resolving My Son's Suspended Account and Navigating Meta's Policies

[5cotb]

I'm reaching out in a situation that I believe many of you might find concerning, if not outright disappointing, regarding the suspension of my son's Meta account and the subsequent brick wall we've hit trying to resolve the issue.

My son, who is 10 years old and on the autism spectrum, has had his account unjustly suspended. Despite my best efforts to comply with Meta's Terms of Service by attempting to convert his account into a Parent-Managed Account, our appeals have been met with a process that seems designed to lead to a dead end.

Here’s a brief rundown of what happened:

• Attempted to link my son’s account to mine for supervision, only to find it had been suspended.
• The appeal process, which only allowed for the submission of identification, was unsuccessful and left no room for explaining our unique circumstances.
• Attempts to communicate the importance of the social connections and purchases tied to the account were met with responses that felt automated and dismissive, citing policy without considering the human aspect of the situation.

I understand the importance of rules and regulations, especially when it comes to children and technology. However, the inflexibility shown in our case ignores the nuances of real-life situations and the impact on a young child’s social connections and mental well-being.

What I’m seeking from the community:

• Advice from anyone who has faced a similar situation and successfully navigated it.
• Suggestions on alternative ways to escalate this issue within Meta’s support structure.
• Support in raising awareness about the need for more flexible policies that consider circumstances like ours, especially for children with special needs.

Why this matters: Beyond just our personal situation, this is a call to Meta and similar organizations to recognize the need for policies that accommodate the diverse situations of their users, especially the youngest ones among us. It’s about ensuring that technology serves to include and support, not isolate and penalize.

Thank you for taking the time to read this. Any advice, support, or shared experiences would be greatly appreciated.

[5cotb]

Still been going back and forth with support and have been told I cannot get a refund for purchases made because it was owned for more than 14 days or been played more than 2 hours. There is also no way to unsuspend the account. 

Azipheli (3/26/2024, 6:05:58 PM): At the moment there is notthing that could be done, we hope for your kindest understanding.
null (3/26/2024, 6:08:21 PM): if that is really the case i would like the refund for the purchases, this was the same resolution in the forums
Azipheli (3/26/2024, 6:08:31 PM): Kindly note that you may be eligible for a refund if you have used the app for less than 2 hours and if the refund request happens less than 14 days after purchase.
Previously refunded content is not eligible for refunds. https://www.meta.com/legal/quest/go-gear-content-refund-policy/
null (3/26/2024, 6:09:23 PM): the app was used for more than 2 hours
null (3/26/2024, 6:09:56 PM): there are also in-game purchases which will be linked to the meta account
null (3/26/2024, 6:11:10 PM): this is a mess and i cannot understand how there is no process at all to get a resolution
Azipheli (3/26/2024, 6:12:55 PM): Well in that case, we are not able to offer refund.
null (3/26/2024, 6:13:28 PM): but you are not giving me a resolution either except there is nothing that can be done
null (3/26/2024, 6:14:33 PM): i would like to talk to someone else about the case
Azipheli (3/26/2024, 6:17:32 PM): I understand your frustration on this matter, and I would definitely feel the same if I were in your shoes.
null (3/26/2024, 6:20:06 PM): is there an email address i can send for support
Azipheli (3/26/2024, 6:21:54 PM): Even if you reach out to our support, they will still tell you the same thing. Our support line is through, chats, email and WhatsApp.