Meta AI wrongful permanent account suspensions

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Since 2024, Meta platform users, chiefly Facebook and Instagram, are facing erroneous permanent account suspensions, most commonly under allegations of breaking the platform's rules on Child Sexual Exploitation (CSE) and Account Integrity. Users are provided no reason or explanation for the decision. Appealing the decision usually results in prompt denial. Following this, users are unable to appeal again or contact human support to try and regain their accounts, unless subscribing to Meta Verified. The user's identity is permanently banned from all Meta platforms, as creating a new account with their real name prompts an ID and photo verification, which results in any new account made being instantly suspended. These account suspensions are most likely caused purely by AI systems with no human input in the process, as they've started to occur following Meta's deployment of "automated systems" to enforce platform rules in 2023.

Background

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AI powered community standards enforcement

Meta publicly states they use machine learning and AI to enforce their platform community standards. Meta's page outlines how AI is used to detect and take action on content against the community standards, but is rather vague at stating if human review is implemented for violations. Some paragraphs indicate that sometimes the entire process is handled by AI. Since this enforcement strategy was implemented by Meta, wrongful account bans for violating CSE or account integrity standards have been on the rise.

Lack of human support

Impacted Facebook and Instagram users in Reddit communities and ones who contacted news outlets share their experiences and frustration following account suspension, attempting to appeal the decision and contact support to resolve the issue. Meta do not offer any form of support contacts outside of paying Meta Verified customers. Impacted users share differing experiences. For most, Meta Verified proves completely unhelpful, with responses appearing to be AI or taken from a rigid script, stuck in a cycle of awaiting updates from Meta regarding their accounts.

[Incident]

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[Company]'s response

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Lawsuit

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Outcome

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Amicus Law opened a Meta class action member inquiry and application page where users affected by the account suspensions can submit their experiences.

Consumer response

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