Facebook

Initial Business Response /* (1000, 5, 2014/10/01) */
Hi ***,
In order to assist you with your request, we'll need to receive a valid subpoena or court orderAdditionally, please be aware that there are situations where we may be unable to retrieve the information you have requested due to
technical limitations
You should contact a lawyer or your local law enforcement agency and discuss this issue with themIf you decide to pursue legal action, we recommend having the lawyer or officer review our operational guidelines and contact us by following the directions listed here:
https://www.facebook.com/safety/groups/law/guidelines
Once they contact us, we'll be able to communicate with them regarding this issue
Thanks,
***
The Facebook Team
Initial Consumer Rebuttal /* (3000, 7, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Law enforcement is now involved, but how are they supposed to contact Facebook when the email provided through the recorded message on Facebook's phone number leads to a non-existent email account?
I have already read the company's policies, and I am finding that, while they make it seem like they are willing to help (just as the email from the company makes it seem), it is virtually impossible to contact them directly
While the response received does address my request for records, it does not address their lack of customer supportIt also does not address the fact the company provides contact emails to its users that are to non-existent email accountConsidering this company has access to a lot of personal information belonging to its' customers, as well as an app that requests permission to further access personal information contained on whatever device it is installed, I feel they should be more responsible with that information and to the users of their site
I am not satisfied with this responseI do not feel I should need a subpoena to access information deleted from my account, and neither should my daughterIt is her account, and in refusing to cooperate without a subpoena or contact from law enforcement is essentially denying her access to something that could be considered intellectual property and possibly a copyright infringement under federal law
I have things on the site that are copyrighted myself, and if Facebook kept copies of their site archived as they are required to do but denied me access to my copyrighted material when its been deleted, whether by mistake or technical issue, it would violate Federal copyright laws
Final Business Response /* (4000, 9, 2014/10/09) */
Hi ***,
Thanks for your messageAs previously stated, in order to assist you with your request, we'll need to receive a valid subpoena or court orderAdditionally, please be aware that there are situations where we may be unable to retrieve the information you have requested due to technical limitations
You should contact a lawyer or your local law enforcement agency and discuss this issue with themIf you decide to pursue legal action, we recommend having the lawyer or officer review our operational guidelines and contact us by following the directions listed here:
https://www.facebook.com/safety/groups/law/guidelines
Once they contact us, we'll be able to communicate with them regarding this issue
Thanks for contacting Facebook,
***
The Facebook Team
Final Consumer Response /* (4200, 11, 2014/10/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is no resolution and does not address the issues I have stated regarding their lack of support or lack of any valid contact information for law enforcementI have read their policies and quite frankly feel this response doesn't address my complaintSince we are unable to reach an agreement, and the company is obviously not going to address their lack of valid contact info, I feel we have reached an impassI would like my complaint to stay a part of their record with the Revdex.com because other consumers should be allowed to be aware that Facebook goes out of its way to make contact impossible for its consumers AND law enforcement

Initial Business Response /* (1000, 5, 2014/10/01) */
Hi ***,
Thank you for your inquiry through the Revdex.comTo address your inquiry in the most expedient manner, please visit the Payments Support Contact Form:
https://www.facebook.com/help/contact/XXXXXXXXXXXXXXX
A
Facebook representative will then be able to fully investigate your account
Thank you for contacting Facebook
***
Payment Operations
Facebook

Initial Business Response /* (1000, 5, 2015/08/10) */
Hi ***
It looks like your timeline doesn't represent you as an individual personAs a result, we've determined that your timeline should be converted to a Facebook Page
Don't worry, we'll help you convert your timeline into a Page the
next time you log inDuring this process, your profile picture, friends and public photos will be moved to your new PageYour account will be converted into a business account so you can manage your Page and your ad campaigns
For more information about this process, please visit:
https://www.facebook.com/help/XXXXXXXXXXXXXXX
Thanks,
***
Facebook Team
Initial Consumer Rebuttal /* (3000, 7, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After Facebook converted ** ***'s timeline to a page, it asked to link that page with an individual accountAs a business, we do not have an individual accountOur Facebook page is managed by several people
Also, we already have a business page facebook.com/*** The page was managed by ** ***'s accountNow that Facebook converted ** ***'s account to another page, we still can't access our page ***Please advise
Final Business Response /* (4000, 9, 2015/08/24) */
Hi,
Thanks for your responseThis account goes against our guidelines for profiles, so we won't be able to fully reactivate itThe Facebook Terms state that a personal account can't represent an organization, business, brand, opinion or club
That being said, I have reactivated the account as a business accountYou should be able to access it and manage your Ad account
Thanks,
***
Community Operations
Facebook

Complaint: ***
I am rejecting this response because: I would like to send a check for the balancePlease give an address I can mail this to
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/01/06) */
Hello ***,
Thanks for contacting the Revdex.com
While we only issue ad refunds in cases of unauthorized/fraudulent charges, we've decided to make an exception as a onetime courtesy to you
We issued you a refund for your recent charge of
$The money should be returned to your account within 3-business daysThanks for advertising with us
Please let me know if you have any more questions
***
Ads Payments
Facebook

Initial Business Response /* (1000, 5, 2015/03/10) */
Hi ***,
We've investigated this issue, and it looks like the problem you were experiencing with your Facebook account has now been resolvedIf you're still experiencing any problems with your Facebook account, please reply to this email
with details on what you're experiencing so that we can assist you
If you have any other questions about Facebook, visit the Help Center:
http://www.facebook.com/help
Thanks,
***
Community Operations
Facebook

Initial Business Response /* (1000, 5, 2015/05/24) */
Hi ***,
Thanks for verifying your identityWe've unlocked your account, and you should now be able to log back inWe're sorry for the inconvenience
If you have any problems getting back into your account, please let us know
View
updates from your support dashboard: ***
Thanks,
***
Community Operations
Facebook

Initial Business Response /* (1000, 5, 2015/11/30) */
Hi ***,
I would like to help you, but looks like you have since set up another page called Sweetheart Jewelry, so I believe your issue is resolvedIf you would still like help changing the name of your other page, let us know
Thanks!
***,
Facebook
Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because they deactivated my ability to sale or run ads because of the other pageSo, I'm still not able to do what I set out to doSo they need to stop blocking me from saling and running ads and reactivate my ability to do thisAnd not send me to a help Center that don't help at allI need someone to call and help me through itSo I can sale and run ads for my handmade jewelry
Final Business Response /* (4000, 9, 2015/12/17) */
Hi ***,
Thanks for writing in
It looks like the Page with your personal name (https://www.facebook.com/***-***-XXXXXXXXXXXXXXX) has been unpublished or deletedWe are not able to merge or otherwise make changes to a Page that has been unpublished or deleted by its adminIf you are able to republish this page, please write back in and let us know so we can look into this further for you
Thanks,
***
Facebook
If you'd like
Final Consumer Response /* (4200, 11, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Because my page name is Sweetheart JewelryI had to delete my other pag because you wouldn't allow me to change the nameBut now you all won't let me advertise my page talking about it have gray pagesYou all are so full of itJust allow me to run adsYou're doing everything and talking about everything except fixing the problemPage name SWEETHEART JEWELRYEmail address associated with page is ***@gmail.comNow can you please unblock my ability to run adsSo I can run adsFix the problemOr call an actually talk with me to fix the problemCause this is not going away until you doI need to be able to run adsAnd you took that awayNow give it back

Initial Business Response /* (1000, 5, 2015/05/07) */
Hi ***,
We will do our best to assist you with this matterPlease describe the problem you are experiencing with Facebook in as much detail as possible and include relevant web addresses (URLs)More detailed information will help us
investigate the issue further
Thanks,
***
Community Operations
Facebook
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My issue is not with a url, it is the fact that we are being charged to reach our audience on fb business pagesIn our case we have paid for the likes that we already have, its unethical to charge us again to "boost" our post to reach that audienceWe should be able to reach the entire audience that has like our pageBut for reference it is www.***
Final Consumer Response /* (3000, 12, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That still does not answer the complaint! The problem here is we cant post and it reach our PAID FOR audience, without having to pay againPlease read and understand my complaint before responding
Final Business Response /* (4000, 14, 2015/05/20) */
Hi ***,
Thanks for contacting Facebook
We always allow you to choose the settings when you create your ads, including the start and end date as well as your desired daily budgetThe ads we ran were based on the settings you chose
You can review your desired ads settings by visiting your ads manager:
https://www.***
For a detailed breakdown of charges and payment method information, visit the Billing section in your ads manager:
https://www.facebook.***
Note: We only issues refunds in cases of unauthorized or fraudulent charges, so we'll be unable to refund you in this particular caseLearn more about our Payment Terms:
http://www.facebook.***
Thanks,
***
Ads Payment

Initial Business Response /* (1000, 5, 2015/12/10) */
Hello ***,
Thank you for your inquiry through the Revdex.comTo address your inquiry in the most expedient manner, please visit the Payments Support Contact Form:
https://www.facebook.com/help/contact/XXXXXXXXXXXXXXX
A Facebook representative will then be able to fully investigate your accountThank you for contacting Facebook
***
Payment Support Specialist
Facebook

Hi ***,It looks like your timeline doesn't represent you as an individual personAs a result, we've determined that your timeline should be converted to a Facebook PageDon't worry, we'll help you convert your timeline into a Page the next time you log inDuring this process, your profile
picture, friends and public photos will be moved to your new PageYour account will be converted into a business account so you can manage your Page and your ad campaigns.For more information about this process, please visit: ***Thanks,***Community OperationsFacebook

Initial Business Response /* (1000, 5, 2014/10/10) */
Hi ***,
Unfortunately, I am unable to take any action based upon the information you have providedIf you feel that you have documentation that supports your claim, please attach it to your reply an I will be happy to review your request
with any additional information you have provided
Please note, the Revdex.com support portal is not owner or maintained by FacebookIf you encounter any difficulties attaching documentation to your response, please contact a Revdex.com representative for assistance
Thanks,
***
The Facebook Team

Initial Business Response /* (1000, 5, 2015/09/29) */
Hi ***,
We very much want to look into this and help resolve this issue for youWe will need more information in order to investigate furtherCan you please provide the following:
A link to the page you are referring to
Is this on
mobile or desktop that you are encountering this issue?
If you can provide screenshots to the Revdex.com representative that can be passed ** to usThat would also be helpful, but not 100% necessary
Thank youOnce we investigate, we will get back to you and let you know what we the options and hopeful fixes are
Please let me know if you have any questions
The Facebook Team
***

Initial Business Response /* (1000, 5, 2015/10/19) */
Hi ***,
Thanks for contacting the Revdex.com
Our records indicate that we refunded your friend on 10/as we were corresponding with you on trying to locate the transfer
This transfer was successful on your friend's and our end, and
we can verify that it was pushed to your bank to make available to your accountWe are unsure why your bank wasn't able to transfer this to your account, which was why we ended up returning the money to your friendWe suspect this money to show up in your account later on since we did not cancel the transaction even though we refunded you friend
Unfortunately, we won't be able to reimburse you for your bank's overdraft fee, since it was charged by your bankAs mentioned before, the transaction was successful on both endsPlease contact them to have this removed
Thanks,
***
Support Specialist

Initial Business Response /* (1000, 5, 2014/11/05) */
Hi ***,
Thank you for reaching out to usThis issue should now be resolvedWe apologize for any inconvenience this may have caused
If you experience any further problems regarding this issue, please reply to this email and we'll do
our best to assist you
Thanks for contacting Facebook,
***
The Facebook Team

I am very disappointed to hear soThe other person of the conversation still has the messagesThere must be a way to recoverPlease help me do soIf I download "whole Facebook data" and go to messages it doesn't show the messages separately from person to person, but in a mess all the conversations chronicallyPlease help me recover my part tooThere must be a way as the other person has itThank you very much in advance
Best regardsComplaint: ***I am rejecting this response because:Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/01/14) */
Hi ***,
Thank you for writing inWe'd like to investigate your complaint in detail; could you provide a link to the specific page in question to help us? Once we have this information, we will be happy to look further into this
issue
Thanks,
***
Facebook
Initial Consumer Rebuttal /* (3000, 7, 2016/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate that you want to look into this further, but I am a bit perplexed as to why you need ME to provide the link to something on your siteI originally had contact through the company by clicking on a link on my feedIt wasn't until I had problems that I searched Facebook to find the actual page and much more informationI will provide the link, but I can only do so by logging into Facebook, so then the link will also contain my personal informationI have no way of knowing if anyone else other than Facebook will be able to see what I see***
Also, I would suggest a simple search of your own site using "***" That brings an incredible amount of information up for me so I cannot imagine why you are not able to do thisIt brings up "*** by *** ***," "*** free trial," "***," etcJust that simple search will show you plenty of people who have been taken by this company
Secondly, that leads me to wonder what happened to my original complaint in November when I sent, per Facebook's instructions, plenty of screenshots of the page, ads and moreWhat happens when someone makes a complaint following Facebook's guidelines?
By the way, when I originally clicked on the ad, which takes you away from Facebook and to their own site, I did read the fine print and clicked out of it, which then gave me a chance to try the product at a much cheaper rate, but I still declined and clicked out of itApparently, I left my phone number on the site because less than two hours later I received a call telling me they would give me the product for the cost of shippingI still declined and said I was not comfortable giving them my card number, but the sales person assured me they were a legitimate business or Facebook would not tolerate themThat line I fell for and did agree to try the productI cancelled within my allotted time, was given a confirmation number for cancelling, and then was still billed for products I never receivedAnd although I was supposedly refunded all of my money, that money has never returned to my account, nor will the company provide any help with transactions numbers or trying to trace the supposed refund

Initial Business Response /* (1000, 5, 2015/11/22) */
Hi,
We want to help, but we need more information from you firstPlease provide either the URL or email address associated with the Facebook account that you need assistance with
We apologize for any inconvenience and hope you can help
us resolve the issue
Thanks,
***
Community Operations
Facebook

Initial Business Response /* (1000, 5, 2014/10/27) */
Hi ***,
We enforce the Statement of Rights and Responsibilities as we encounter violations on the site, or receive reports of violationsIf you've seen other accounts that violate the Facebook Terms, it is only because they have not yet
been reviewed
Additionally, if reported content doesn't violate our Statement of Rights and Responsibilities, we will not send a warning, delete the content, or disable the accountIf there is a violation, we take action on the content or account
Unfortunately, we will not reactivate your account for any reason
For more information about our policies, please read the Facebook Community Standards: https://www.facebook.com/communitystandards/
Thanks,
***
The Facebook Team
Initial Consumer Rebuttal /* (3000, 7, 2014/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unsatisfactory, vague automated response that does not properly explain the reason for the severe action takenIn fact, the response is contradictory, if you review paragraph
It appears that Facebook takes capricious action without giving the affected member the opportunity to communicate with the organization In a timely manner , if at all, in order to seek redress or clarification of the violation
To end the generic, obviously automated correspondence with the statement that the "account will not be reactivated under any circumstance" seems rather puerile and punitive, without giving the benefit of providing the affected member with specific cause for the actionHow does one know what the violation is, if such a violation occurred, without the evidence to substantiate the claim? Facebook's practices relatice to this action are questionable and seemingly unfair
Final Business Response /* (4000, 9, 2014/11/03) */
Hi ***,
We appreciate the feedbackWe're always trying to improve the Facebook experienceIf you have any other suggestions, please reach out to us here: https://www.facebook.com/help/suggestions
Unfortunately, we aren't able to provide you with any additional information about your account due to privacy concernsAs previously stated, we are unable to reactivate the account referenced in your request
Thanks,
***
The Facebook Team
Final Consumer Response /* (4200, 11, 2014/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is NO resolutionThere is NO explanation for the action that they tookI do NOT accept their action as I am not being provided with any information relative to the reason for their disabling my account without notification/warningFrom my point of view, it seems capricious and arbitrary and is absolutely unacceptableNO credible business would conduct itself in such a mannerIt is obvious that the response was nothing more than an automated correspondence, designed to swat away the affected partyI have no intention of simply "going away" It was my account and I deserve an honest, immediate answer

Initial Business Response /* (1000, 5, 2014/10/16) */
Hi ***,
Thank you for your inquiry through the Revdex.com
To address your inquiry in the most expedient manner, please visit the Payments Support Contact Form:
https://www.facebook.com/help/contact/XXXXXXXXXXXXXXX
A Facebook representative will then be able to fully investigate your account
Thank you for contacting Facebook
***
Payment Operations
Facebook
Initial Consumer Rebuttal /* (3000, 7, 2014/10/16) */
Hello I just wanted to update you with a sample of the replies I get from Facebook - which are not even true statements - they are not hearing my complaint - I sent them a screen print and I want to send it to you as well - it is a screen print of the page as I see it and the budget is not on the page -
They say :
" Moving forward, it's your responsibility to make sure that all aspects of the ad creative are properly functioning before the campaign is active"
What does that even mean? How can I fix their system? How do I make sure that all aspects of the ad are properly functioning -
So here is the whole email, my response and the attachment
I received an email From Facebooksaying: Hi ***,
I apologize for the frustration that these charges caused youHowever, it's our policy to only issue refunds in cases of unauthorized or fraudulent charges, or for charges that are the result of system bugs or errorsBecause of this, we aren't able to refund you in this particular case
When Boosting a Post, the budget is one of the most visible parts of the post creation pageMoving forward, it's your responsibility to make sure that all aspects of the ad creative are properly functioning before the campaign is activeWe understand this may be frustrating but we aren't able to make any exceptions to the policy
Thanks,
***
Global Marketing Solutions
Facebook
Then I replied:
"yOU SAY "When Boosting a Post, the budget is one of the most visible parts of the post creation page."
Attached is a screen print of the Boost page -
AUDIENCE
AGE
GENDER
INTEREST
Do you see an amount? Neither did I - so I clicked on Boost thinking it would take me to the next page that showed a dollar amount
Now granted it works differently depending on how you are accessing the boost - as I did boost an ad once without any problems and yes the dollar amount was visible
In this instance I was just boosting a picture and the process is different and faulty and it should be altered to avoid this problem
I hope that you take this to heart - I am not trying to be deceitful as your all seem to be implying - it is the program that is deceitful by the very fact that it sets it's own amount to $in a hidden part of the screen - do you get that? Do you understand what I am saying? you must fix this."
My point is they are denying that there is a problem with their system and it is going to be up to me to prove that the system is faulty
Please help me
Sincerely
*** ***
Please see the attachment of the Facebook page - this is the same attachment I sent to them
Final Business Response /* (4000, 12, 2014/10/30) */
Hi ***,
Thank you for your email
Unfortunately, as we investigate the issue further, we cannot yet confirm that this is a system bug; therefore, we are not able to issue refunds at this timeHowever, our engineers are looking into the issue currently
We appreciate your patience as we worth through the details
Thanks,
***
Payment Operations
Facebook
Final Consumer Response /* (4200, 14, 2014/10/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello Facebook Payment Operations -
There is so much terminology that can be thrown around - you are saying this is not a system bug when previously we were referring to it as an issueI see these as two different computer terms
According to one website - Stackoverflow -
"Issue tracking systems usually integrate more with customers and customer issuesAn issue could be "help me install this" or "How do I get the fubar into the flim flam." They could even be something like "I need an evalutation key for your software"
Bug tracking systems help you keep track of wrong or missing things from the program
When looking at web systems, there is usually a big difference in focus, either helping customers or tracking problems with your software."
So maybe this is a bunch of jargon - and we could go back and forth for days on end but the bottom line is that I have two emails from Facebook admitting that this is a known issue - here is one of those emails
Per an email I received -
" Hi ***,
Our engineers are currently working on resolving this as soon as possibleUnfortunately, I don't have a specific timeline for you, but we are prioritizing the issue with boosted posts as you are not the only customer who has experienced the issuePlease feel free to contact me again for updatesAs of right now, I do not have any new information for you
We apologize for any inconvenience this may have causedWe appreciate your patience and understanding
Please let us know if you have any other questions
Thanks for contacting Facebook,
I think Facebook just does not want to give refunds and they will do anything and say anything to avoid giving refundsThis is not right as they are usurping their power in a most selfish and unfriendly way to their customers
How can they tell me two times this is a known issue and then back peddle when I mention it is a monetary complaint as well as a system complaint
There is a problem - it needs to be addressedAt this point it's not so much about the refund as having justice served
Sincerely,
*** ***