My complaint:
I’m writing to request access to my Instagram account, @michellexox_x, associated with my email address missmichelle611@gmail.com, which was suddenly disabled without warning. I’ve been an active user for over 8 years, using the platform daily to connect with friends and family, share life milestones, and preserve cherished memories. I’ve never violated any community guidelines or terms of service and am a law-abiding citizen.
The account’s inaccessibility has caused significant distress, as I’ve lost access to important connections, memories, and business-related content. I’m willing to cooperate fully to resolve any issues and provide necessary information to rectify the situation. I understand and will continue to follow Instagram’s community guidelines and terms of service.
I was hacked in May, and to be frank your customer service has been awful in terms of me getting my account back. I have emailed and Dmed your Instagram, Facebook and Meta teams countless times, I have filed HUNDREDS of reports and submitted COUNTLESS video selfies to no avail. I even purchased Meta verified which seems to be the only way to speak to someone about this one on one/gain actual effective communication with a member of your team. Besides from that, which is simply unfair to say that people who pay get better customer service, it is virtually impossible to talk to someone. I had to scour the internet to find any sort of help, which took me several weeks of sifting through Reddit threads, X threads and tiktok videos of users who had the same experience.
Someone logged into my account and changed the details so I couldn’t get back in. I then proceeded to send several video selfies to Instagram to try and get my account back. They got back to me with a backup code I could use to log into my account; it worked momentarily, and then I was out again. I even changed my password but it seems the person who hacked me got a hold of it again. I sent an appeal as it seemed that my account was disabled, and I have now received another email saying that my account is permanently disabled, for what reason I don’t know, but i desperately want my account back and I am very upset that your customer service didn’t even take the time to investigate the matter more seriously. It was handled very badly and I have been deeply distraught about this; my account means so much to me and now it has been erased, without any fault from my part.
Everytime I attempt to log in, I am thrown into the same cycle of submitting a video selfie or getting ‘further support’, which doesn’t actually go anywhere. I have lost complete control over the whole situation and I am completely clueless as to what I’m supposed to do. I just wish the security measures on Instagram were more fortified to prevent things like this from happening; the hacking is one thing but the permanent disabling of my account without further and investigation has been very disappointing for me. I got the email that my account was suspended and not even an hour later it was permanently disabled.
I appreciate the platform’s role in my life and the connections it has enabled. Please investigate this matter immediately and restore my account access as soon as possible. I appreciate your attention to this matter and look forward to hearing from you soon.
I have been awaiting help for 6 months now, and no one has been able to get back to me. I need this to be resolved as soon as possible.
Sincerely,
Michelle Nsemba
Suggested solution:
By reinstating my account.
