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She Painted a Few Champagne Bottles. Then Came Meta’s Customer Support Hell
A fashion influencer’s struggles to unblock her Instagram account highlight a long-standing problem with Meta’s lackluster customer service. Users and regulators say the company must step up.
Eva sometimes tells clients about the murky trade in which people claiming to have connections to unscrupulous Meta workers offer to restore accounts for a price of thousands of dollars—and the tactic appears to have paid off in the past. “We refuse to operate as the customer service representatives of your company,” 41 state attorneys general wrote to Meta last month, citing a dramatic spike in complaints from people struggling to recover hacked accounts. Kelley Gordon, an intellectual property attorney at the law firm Marshall, Gerstein & Borun who was not involved in Holifield’s ordeal, says it’s understandable that Veuve wanted to control its appearances on social media.
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