On the 28th of November 2013, Facebook locked me out of my own account. They gave no warning, they gave no satisfactory reason; they just locked me out.
Upon logging in, I am presented with this:
Apropos of nothing, Facebook has had the audacity to tell me, not ask me, to tell me that I am not who I say I am. Furthermore, they refuse to tell me what it was that made this happen; was it a link I posted? Is the name Dan Barker really that farfetched? What? Why?
Facebook is holding my account hostage; their demands? They demand a copy of my government issued ID; driving licence, passport, etc.
Because of Facebook’s actions we are at a stalemate. They refuse to tell me why my account has been locked. I refuse to send them anything, of any kind, until I get a satisfactory answer. This stalemate is compounded further by the fact that it is so bloody hard to actually contact Facebook.
They don’t have any support, they don’t have any representatives to speak to, they don’t even have a damn email address.
Even if I do get my account back, Facebook are never going to apologise for this. They’re never even going to acknowledge that it ever happened. Worse still, they will never admit that they made a mistake. I am the only person who is going to have to pay for this mistake, Facebook’s mistake. Either I give in and let them have even more privileged, personal information, or I give up and lose my account. Neither of these are acceptable.
Facebook need to acknowledge that they made a mistake, they need to fix it and they need to apologise.
I thought I’d try to login today, no harm after all, and I found a pleasant surprise. I now have my account back! Yay!
But I still don’t know what happened. I’ve had nothing from Facebook by way of an apology (but lets face it that’s never going to happen) and I’ve had nothing to tell me what either I did, or went wrong at Facebook that caused me to be locked out.
This is a very strange way to treat your stakeholders.