Goal will create service center for stolen accounts

After numerous user complaints on the Supervisory Board do Meta, parent company of the Facebook, Instagram e WhatsApp, the corporation is studying the creation of a call center to recover stolen and suspended accounts. 

How does the fulfillment of the Goal currently work?

One of the main complaints about the Meta is the lack of special assistance to users who had their accounts stolen. The company responsible for social networks Facebook e Instagram even has an automatic service channel made by bots. The problem is that the promise of ease in the channel is not the experience lived by users.  

The service options menu is confusing, and to make matters worse, there is no “real” conversation with the user – who does not feel welcomed. In cases of account theft or suspensions without reason, the situation worsens. The only option, in addition to the first service with a robot, is to request a resource in another service channel of the company. However, this service is performed by another robot and the final answer is negative and without further elucidating the situation.

Due to the lack of satisfactory support, users end up looking for legal measures to recover their accounts, or even hiring hackers to retrieve them. The council's guidelines are intended to both change care and solve users' problems.

The new care measures

It was thinking about how to improve this service that the Supervisory Board, created in 2020, gathered and studied more than one million user complaints. The main demands passed on by the board were about the lack of quality service, and how it is not possible to communicate the problems to the company. 

The board's main promise is that it will be a “more humanized service, focused on dialogue with users”. However, there is no information on how this system will work, or when it will be implemented.  

But even though it's still just a promise, the creation of a support serviced by humans is a possible point of hope for those who had the account of the Facebook ou Instagram stolen, or even suspended without explanation. 

Check out how you can recover your stolen Instagram account and increase security:

You can also check out our step by step how to recover your account that was hacked.

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Sources: hook, bloomberg