I am copying and pasting this post from a member called Enes from the developer thread because her post is bang on and clearly being ignored as with all other meta complaint avenues in this scenario. I tried to comment there but I'm typically either locked out due to this unfair suspension or cant access because Im not a developer or the post is no longer accessible for some reason.
Enes' post sums up the impersonation claim / report bug perfectly. The repurcussions of their wrongful actions go a little further than Enes' experience for me as it has resulted in my Facebook page being suspended. There is literally no way to get through to anyyone or anything other than an automated response from FB directing you to their useless self-help guides that require you to login to an account they have wrongly locked you out of.
They also direct me to my instagram account but my legit instagram account isnt linked to this activity so there is nothing to appeal its the dodgy instagram account that is nothing to do with me and has been deleted that is linked, so I am just going round in circles.
Having tried everything, out of desperation I have reported FB to the DPA and hoping they will help based on a claim of misuse of my data by allowing this persona access to it and then locking me out of my own data and blocking any requests for their support. At this stage I'm more angry with FB than the impersonator so I really hope this report comes good and puts a blackmark against their name and if so will recommend it on as many forums as possible as so many people are suffering at the hands of Meta's incompetence here.
Here is what Enes says:
Dear Instagram Support Team,
I am writing to bring to your attention a very critical issue that many users, including myself, are experiencing on your platform. Our accounts are being unfairly suspended due to false claims of "impersonation," initiated by hackers who appear to be exploiting your system's automated detection mechanisms. This is causing significant distress to legitimate users, and we urgently seek your intervention to resolve this matter.
Here are the key points regarding the issue:
Unfair Account Suspensions: Many users are finding their accounts suddenly suspended due to impersonation claims, even though there has been no such violation. These suspensions seem to be triggered by malicious actors (hackers) who exploit Instagram’s automated detection systems to falsely report users. This results in the automatic suspension of our accounts without any valid reason or investigation.
Inability to Appeal or Submit ID: When attempting to appeal these suspensions, we are met with another major problem — the inability to successfully submit identification documents for review. The system either:
Fails to process our ID uploads, repeatedly showing an error message. Does not allow the appeal process to proceed at all, leaving us in a bugged state where the appeal cannot be completed or even initiated. These issues prevent us from verifying our identity and regaining access to our accounts, which is extremely frustrating. Despite multiple attempts to upload our identification documents as required, the system seems broken or stuck in a loop, preventing the appeal from being properly reviewed.
Bug in the Appeal Process: In some cases, users report being unable to even start the appeal process, as the system remains bugged. These users are left without any options to defend their accounts, and their accounts remain unjustly suspended indefinitely. This situation is worsened by the lack of direct customer support or any manual intervention available for such critical cases.
Serious Impact on Users: This issue has a devastating impact on users, especially those who rely on Instagram for personal, professional, or business purposes. The false suspension of accounts without a proper appeals process or review mechanism is leaving many of us helpless. Legitimate users are suffering while malicious actors exploit the system.
Request for Urgent Action: Investigate the impersonation claim system: We kindly request that Instagram thoroughly investigate the way automated systems handle impersonation claims, as hackers seem to be exploiting these systems to target innocent users. Fix the appeals process: Please resolve the ongoing issues with the ID submission process. Users should be able to easily upload their identification documents without encountering persistent errors. We also ask that the bug preventing some users from starting the appeal process be fixed immediately. Implement better safeguards: We urge Instagram to implement better safeguards to prevent the misuse of the report and suspension system. False reports should be thoroughly reviewed before automatic account suspension occurs. Provide clear support channels: It is crucial that Instagram offers more accessible and reliable support for users whose accounts have been wrongfully suspended. The current system leaves too many users without any effective means of resolving their issues. We trust that Instagram takes these concerns seriously and will prioritize fixing this widespread issue. We hope to see improvements to the account suspension and appeals processes soon, so that legitimate users are not unfairly targeted or left without recourse.
Thank you for your attention to this matter. We look forward to hearing from you soon and hope for a swift resolution.
Sincerely, Enes
Enes posted this 6 months ago and I cant see any response. I doubt I'll have any better luck here but you never know, I am having to try anything and everything in the hope I can save a business critical resource.
I know buddy but I'm out of ideas, clutching at straws, I'm just having to try anything and everything. I've even tried contacting meta employees on linkedin but their all programmed to not help or even give advice on how / where to get help.... I did get a nice response from one of them, who I'm sure would have helped if he was allowed but that's how Meta clearly work. I dont know how its even legal for them to do this and then completely lock you out from any form of real support.
Its all self help buddy which is totally irrelevant to my scenario. Any solution involving real support generally requires you to login to appeal which I cant do because they not only wrongfully suspended by account but also seem to have disabled it without warning. Any reports not requiring you to login just generate automated responses directing you back to the self help guides. I've even tried Instagram's impersonation report but it doesn't recognise my ID, there are loads of people suffering the same problem, it just seems to be a circular trap with no real way of contacting anyone. I've even tried contacting staff through linkedin and after contacting many I did actually get one response but he explained they are told not to offer any help to requests, not even advice on where to go for support ........ I'm trying reporting them to external bodies at the moment because I am just out of ideas regards getting through to them.
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