Facebook ‘faceless’ when it comes to complaints

MORE THAN 50 million Britons (from a population of around 68 million) have a Facebook account. When it works, the site is undoubtedly a brilliant and popular platform, but it’s a very different story when something goes wrong. Getting in contact with Facebook or its parent company Meta and obtaining “human” assistance is nigh on impossible. When you buy goods or services, you are protected by various consumer laws (including the Consumer Rights Act 2015) and you have an expectation that you will receive a level of customer service. In its most basic form, you expect to be able to seek assistance from the seller/service provider.

These are not rules that Meta seems to play by. It appears to have an attitude that it is providing a free service, meaning our only right is to use its platform. My view, however, is that whether they have paid or not (and, certainly, Facebook takes payment in kind with the mining of personal data and selling advertising), customers should still enjoy basic contractual rights.

THE LEGAL POSITION

Facebook users have a contract with the platform – on the consumer side, they agree to abide by the Meta Terms of Service and the Facebook Community Standards, in relation to their use of the platform (which includes allowing Facebook to present relevant adverts and to use customer data to generate this).

On the side of Meta/ Facebook, it agrees to provide the platform for consumers to use.

In using Facebook, consumers not only interact, but also store valuable memories (including photos and messages) and trust these will be safely stored and remain available.

Whilst Facebook is promoted as a “free” service, it’s not really, as it uses consumers’ data to sell advertising.As such: a contract exists; and consumers should be able to expect to receive a service and should be able to expect to reach out for help or to complain from time to time.

YOUR STORIES

Lots of people have told me they have been unable to reach Meta for help with a wide range of issues from passwords to fraudulent activity. Jordan Jonathan was locked out of his account as a “linked Instagram account breached community rules”. But the linked account was nothing to do with him. He told me: “I’ve been going through Twitter and it seems to have happened to a lot of people. I’ve been going crazy trying to get it back.” Jordan is not alone. Many other readers have contacted me with the same issue and all are unable to get help from Meta and remain locked out of their accounts.

META

I reached out to Meta for comment and guidance as to what consumers should do. Whilst it has opened a dialogue with me I have not received any meaningful information that will help consumers. I’ll keep trying.