After Local Business Owner’s Social Media Accounts Restored, Others Open Up About Facebook, Instagram Issues – WSVN 7News | Miami News, Weather, Sports

(WSVN) – A South Florida business owner who was mistakenly removed from Facebook has her social media accounts back thanks to 7 Investigates, but it turns out her story is far from unique. Kevin Ozebek has tonight’s 7 Investigates.

Lourdes Milian’s personal Facebook account has disappeared. She also no longer has access to her professional event planning page.

Lourdes Milian: “I got a notification on my phone that someone from Dallas, Texas, I think, was trying to enter my account. It’s frustrating because you feel violated and you just don’t know what’s going on.”

Fitness guru Tony Twymon runs wellness programs on cruise ships. The problems with his Instagram account started after he received this email asking to verify his age.

Tony says he tried that by uploading his driver’s license to the Instagram app.

Tony Twymon: “When I upload it, it just won’t. It’s kind of a mistake.”

Kevin Ozebek: “What’s the status of your account now?”

Tony Twymon: “I can’t find it. It’s ‘poof’, it’s been removed.”

Chavis Sherrod was suspended from Facebook after receiving this message that read, “Six of your posts go against our standards of child sexual exploitation.”

Chavis Sherrod: “I was like, ‘Who cares? There is no way.’ I thought it was a mistake.”

All three reached out after seeing our story about Lily Dominguez, a professional baker. She was suspended from Facebook after being falsely accused of breaking standards.

The 7 Investigates team contacted Facebook and got that suspension lifted.

Chavis Sherrod: “When I saw the story, I was so excited. I’m like, ‘She’s got help.’ If Kevin contacted them, why not us?”

Well, the reason why is because most social media platforms don’t have customer service in the traditional sense.

Here on Facebook you will not find a customer service helpline number or a live chat option.

We contacted Meta, the parent company of Facebook and Instagram. The company tells us, “…losing access to an account can be an upsetting experience and we need to keep improving in this area. … We’ve started testing live chat support for a subset of users who can’t access have access to their accounts.”

Nancy Richmond, social media researcher, Florida International University: “Facebook is flagging more and more posts.”

Nancy Richmond is a social media researcher at FIU. She says the artificial intelligence marking messages isn’t perfect, but Meta is trying to stop those who legitimately abuse their platforms.

Nancy Richmond: “They were put in a situation where they had to do something, but maybe they’ve crossed the line now and so they need to have some sort of balance.”

For those who have had issues with their accounts, the frustration is only growing.

Chavis Sherrod: “Please give me back my Facebook.”

Tony Twymon: “Get better customer service.”

Lourdes Milian: “I just need help.”

But now there is good news. Meta tells us that they are now investigating the cases of these three. Chavis’s Facebook account has already resurfaced.

Kevin Ozebek, 7News.

If you think your Facebook has been hacked or you can’t access your account, please visit the Facebook Help Center.


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