To Whom It May Concern
Since mid- March 2026 I have been corresponding with the Meta Pro Team in an effort to resolve an issue around unauthorised payments that were debited from my bank card. These potentially fraudulent payments total around $200 with a further $10 remaining as an outstanding balance on my Meta account.
Despite literally hundreds of emails over the past 12 weeks, I am no closer to a resolution or even an explanation about these payments thanks to the AI generated nonsense that the Meta Pro Team issue by way of a response.
I have refrained from going public with this up until now as I believed naively that I would eventually reach one of the remaining humans at Meta and get either a satisfactory explanation and hopefully a refund of these charges.
As a rule, I do not advertise via Facebook as historically adverts have failed to generate an increase in sales. However, in February 2026, for the first time in 5 years, I set up an advertising campaign for my book, Riley. I paused it after a few days as it was not generating the anticipated result and I paid the bill of around $25.
At the start of March over a period of 8 days, my account was hit with multiple charges ranging from about $3 up to $18-$20 and coming to a total of circa $200. As soon as I spotted these I reported it to Meta and froze my bank card. Trying to get a response to my report of potential fraud proved challenging but eventually case 1206XXXXXXXX7513 was created.
Please see below some examples of the Meta Pro Team’s responses to my complaint –
| Hi Coral, Greetings for the day! This is Patricia from Meta Pro Team and I am contacting you in reference to your ticket number: 1206xxxxxxxx7513. Thank you for your response .This is to inform you that we have already worked on your issue and the case has been closed as necessary information have been provided from our end . You may initiate a new chat if you have any issues : https://www.facebook.com/business/help Thank you for contacting Meta Pro Team. We wish you and your business well. Regards, Patricia Meta Support Pro T |
| Hi Coral, Greetings for the day! This is Elias from Meta Pro Team and I am contacting you in reference to your ticket number: 1206xxxxxxxx7513. Thank you for your response .This is to inform you that we have already worked on your issue and the case has been closed as necessary information have been provided from our end . You may initiate a new chat if you have any issues : https://www.facebook.com/business/help Thank you for contacting Meta Pro Team. We wish you and your business well. Regards, Elias Meta Support Pro |
| Hi Coral, This is the final decision. This is Gracie from Meta Pro Team and I am supervising the team that was assigned to handle your case earlier. We have well received your request wherein you have contacted us in regards to your hacked Account and your reference number is: 1206xxxxxxxx7513. Coral, kindly accept our sincere apologies for the inconvenience that may have been caused during the chat interaction with our representative. We definitely know how important this is for your business and we are willing to help you as much as we can. We also do apologize on the extended time it’s taking for your concern to be resolved. I understand how important it is for you to get this issue fixed as soon as possible. I will be more than happy to assist you. To help you best to get this issue sorted for you, we had raised the concern with our specialized team to review the compromised of your Business Manager, and we got an update on the review as well where after the careful review we don’t believe there is evidence to suggest there was a compromise. As a workaround if you lost the access on this business, you can check with the other known admin of the business to assign you an admin access. I am sure this should work in your case. Finally, please be aware that the case shall be closed after the indicated solution. We hope that we have provided you the necessary information. Since the problem appears to be clarified, we will proceed to close this ticket. For any other issues, please feel free to initiate a chat support session at the following link: https://www.facebook.com/business/help Thank you for choosing Meta Support Pro and all the best in your business. Regards, Patricia| Meta Pro Team To learn more about supporting your business with Meta visit: https://www.facebook.com/business/help and https://www.facebook.com/business/learn/courses Thanks, Patricia |
| Hi Coral, Hope you’re doing well! This is Akruti from Meta Pro Team. I just wanted to follow up with you on Email for the same Reference Case ID: 1206xxxxxxxx7513. I’m sorry you’re having trouble logging into your account. If you think your account was taken over by someone else, enter your Facebook password at this link and we’ll help you secure it: https://www.facebook.com/hacked?ref=cr Once you’re able to log in to your account again, let us know and we’ll help solve your problem. If there is anything else that you need help with, you may reply back to the email thread and I should be happy to assist you. Thanks & Regards, Akruti Meta Pro Team |
Is this the standard of customer service that Meta advocate? This is only a small selection of the nonsense replies that my emails have attracted.
I had a chat with the Meta AI bot and it advised asking for the complaint to be put to the Appeals Board or escalated to the Meta Oversight Board. That sounded promising but the Meta Pro Team have failed to escalate this to anyone.
The consequences of this ongoing concern are that for the last 12 weeks I have kept the usage of my Facebook author page www.facebook.com/coralmccallumauthor to a minimum for fear of incurring further unauthorised charges. This has restricted my ability to connect with my readers and generate potential sales resulting in a loss of income.
I am going public here and now in a final attempt to track down a human being at Meta who is capable of investigating and resolving this complaint case.
Regards
Coral
Coral McCallum 