Hi, I was hoping someone could help here. I have been unable to use my VR set for 4 months. I have been sending emails to meta about this issue constantly but all they do is pass me into the next person who then asks me to repeat the same steps over and over again. I must have sent over 50 emails.
I actually believe that they have bricked the device.
I bought the vr for my son's. I don't play it. I initially set up an account using my Facebook to use the device. Then sometime last year meta messaged and said that it looked like children were using the device and they would need their own accounts to use it.
So, they both did this and I was the supervisor or whatever of the accounts. Fast forward to December and somehow my son lost access to his account. In order to get back online meta requested he confirm his DOB but it would not work.
So I assume he inputted an incorrect DOB. Since then meta have asked me to factory reset the device. I have done this. Now then device asks me to login using my own parent account on the meta horizon app. I can't do this though because it appears the device can be recognised but it is not registered in my meta horizon app. I think this is because I don't actually use the device and have only ever downloaded it because it's needed to make purchases for my children.
So I can't access the device and I can't confirm DOB. Meta have asked me to confirm DOB using documents online, which I have but I still cannot access the device in any of the ways they have suggested. They have deleted and reinstated my son's account 4-5 times and it just continues to ask me for a DOB which is don't know every time.
Does anyone know what I could do to resolve or escalate this. Because I'm at my wits end with meta. They just keep giving me generic responses. It feels like they aren't actually reading the emails in which I am expecting in detail why everything they suggest does not work. I have included screenshots multiple times going over every step they ask for and why it does not work.
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