Meta has spent the past year highlighting new artificial intelligence tools designed to improve security, detect policy violations and speed up responses to user problems. But some Facebook and Instagram users say those same systems have mistakenly targeted their accounts, leaving them unable to get meaningful help when they try to appeal.
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Channel 2 Action News has heard from users across the country who say they were penalized by Meta’s automated systems despite believing they had done nothing wrong.
Several said they became trapped in what felt like an endless cycle of AI-generated responses and unanswered appeals.
Gwinnett county resident Ronald Byrd turned posting on Facebook into a full-time business.
“I’ve been living off of Facebook for three years,” Byrd said.
Byrd’s “OG Ron” Facebook page has grown to more than 1.3 million followers.
“I was averaging about $1,500 a day. So it was doing really well,” he said.
Then, without warning, Byrd said Facebook informed him that his page would no longer be recommended or monetized because of alleged “inauthentic engagement.”
“So you went from $1,500 a day to zero?” Channel 2 consumer investigator Justin Gray asked.
“To zero,” Byrd replied.
Byrd said he has spent weeks trying to challenge the decision but has been unable to get answers that explain what triggered the action against his account.
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Melissa Mor knows what Meta thinks she did: child sexual exploitation. But there was nothing of the sort on her page.
The Sandy Springs mom of 3 runs a motherhood jewelry business.
“I’m a motherhood account, so there are going to be kids featured on the account,” Mor said.
Channel 2 Action News Investigates first reported earlier this year that Meta shut down Mor’s Instagram account in the spring.
After she shared her story on Channel 2 Action News and hired an attorney, her account was restored.
But Meta shut the account down again in September for the same alleged violation.
“I would love for you to explain to me what violates community standards, because literally there is not one thing,” Mor said.
The timing has also been costly, she said.
“Last time was Mother’s Day season, and now it’s getting right into holiday season, so it’s just crazy the timing,” Mor said.
Over the past year, Meta has expanded its use of AI technologies to identify potentially harmful activity and assist with account recovery and support requests. But Byrd and Mor say getting a case reviewed by a real person has been difficult when those systems make mistakes.
“If I could sit down and talk to a person, that would be wonderful because I’ve been arguing with robots for like 28 days now,” Mor said.
Both Byrd and Mor have hired attorneys who sent formal demand letters to Meta seeking action on their cases. They told Channel 2 Action News they have not received resolutions.
Gray began seeking comment from Meta last week regarding the concerns raised by Byrd, Mor and other users. Meta had not responded to multiple requests for comment.
In previous inquiries, Meta has referred Channel 2 Action News to information on its website describing how the company says artificial intelligence has improved response times and support services for users experiencing account problems.
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