Let this serve as a warning to anyone out there who thinks shifting government operations to AI is a good idea. AI will gut you with a rusty knife and never look back. As you read, think of yourself trying to talk to someone about your Medicare, or your military records, or your tax return.
While I research and write extensively on local history, I wanted to also write romance. So after researching options, I selected a pen name Z (not the actual pen name), established a Facebook page and an ‘author’ page for Z in 2012, and within a couple of years garnered over 800 followers for my sexy stories. Available as both ebooks and paperbacks, Z books are still available at Amazon and other outlets including Barnes & Noble, Apple, Kobo, and multiple other booksellers. Over the ensuing years, a total of 6,276 books were sold. Since this fiasco with Facebook, sales have dropped off to the point that I can no longer justify writing more in this genre.
In mid-November 2023, the link accessing my Z Facebook account suddenly disappeared from my real name page. At first I thought this was just a technical glitch. But over the next several weeks, as I contacted Facebook and META in every possible way, I reached the conclusion that there was no one in the wheelhouse. This has left me immeasurably sad and furious.
At first, I engaged in an online chat with a META helper but that ‘person’ soon directed me to send an email. Please note META AI misspellings and incorrect grammar are as shown. I wrote:
Dec 12, 2023, 6:34 a.m.: “The link to my other account, Z.524, has disappeared from my page. I can’t access either Z or her page for “Z Author.” I’d like to place a Christmas ad for book sales but the account has vanished.”
Response from META Support:
Dec 12, 3:06 p.m. “For us to continue thru the process kindly provide a copy of you [sic] valid Id and any information or documentation or proof your ownership of the Page. [Subsequent errors left as is.]
META Dec 12, 9:22 p.m. “This is an automated reminder that we’re waiting on additional information from you to continue to work on your case.”
Denele Campbell Dec 13, 5:49 a.m. “Here’s a screen shot of two of my many Z books as shown on my Amazon/KDP account. Note my image in the upper right corner. Do you understand that I, Denele Campbell, am an author working on nonfiction projects while Z, my pen name, writes smutty romance? That’s why I have different Facebook accounts. See enclosed my driver’s license.”
META Dec 13, 6:28 a.m. “We will update you once our Internal Team have resolution on this one. For immediate and real-time support, you may initiate a new chat via https://www.facebook.com/business/help. We appreciate your understanding about this matter, and we thank you for contacting Meta Pro Team we wish you and your business well, Have a good day head of you.”
Campbell Dec 13, 1:06 pm: “What additional information do you need? I responded to your earlier request six hours ago and have no heard back from you.”
Campbell Dec 15, 5:55 a.m. “Is this too hard for META?”
META Dec 15, 6:20 a.m. “Good day! This is Lai from Meta Pro Team. I hope this email finds you well. Please be advised that we are currently working on this case to be resolved urgently. We hope that you extend your patience with us on this matter. Rest assured that we are ensuring the best for a positive resolution.”
META Dec 15, 12:58 p.m. “This is an automated reminder that we’re waiting on additional information from you to continue to work on your case…”
Campbell Dec 15, 1:03 p.m. “Why am I getting these automated reminders?”
META Dec 16, 2023, 3:57 a.m. “Thank you for contacting Meta Advertising Support. I hope my email finds you well. Our Internal Team is currently looking into it and while it can be difficult to estimate how long it takes to resolve due to the technical nature and complexity of the issue, we will continue to keep you posted on any updates. Rest assured that we’ll be following up on your issue closely and will be updating you via this email thread once we received updates from the team. If you have any further questions or concerns, please do not hesitate to reach back out to me by replying to this email. For any other issues, please feel free to contact us again. You may also visit this link for other helpful advertising solutions: https://www.Meta.com/business/help. Thank you for advertising with Meta Pro Team. Have a great day ahead!” Franz
Campbell Dec 17, 7:41 a.m. “I cannot understand why it is taking so long for META to return my access to my pages for Z. I’ve had those pages for eleven+ years and NEED TO ADVERTISE my books BEFORE CHRISTMAS!!!!!!!!!!!!!!!!!!!!!!!!!!”
META Dec 17, 8:49 a.m. “I hope this email finds you both safe and in the best of your health
This is Natalia I am sending this email on behalf of my colleagues who are closely monitoring the case. Your concern is currently being looked into and while it can be difficult to estimate how long it takes to resolve due to the technical nature and complexity of the issue, we will continue to keep you posted on any updates. Rest assured that I’ll be following up on your issue closely and will be updating you via this email thread once I received updates from the team. We sincerely apologize for the inconvenience caused and thank you for your continuous support. If you have any further questions or concerns, please do not hesitate to reach back out to me by replying to this email. For any other issues, please feel free to initiate a chat support session through this link: facebook.com/business/help For immediate and real-time support, you may initiate a new chat via https://www.facebook.com/business/help Thank you for contacting Meta Pro Team, we wish you and your business well, Have a good day ahead of you!”
META Dec 18, 1:37 p.m. “This is an automated reminder that we’re waiting on additional information from you to continue to work on your case 1700280090499765. If your issue has not been resolved, please reply with the requested information so that we can work to resolve the issue.”
Campbell Dec 19, 4:51 a.m. “WHAT REQUESTED INFORMATION?!?!?!?!?! I have provided all the information previously requested.”
META Dec 19, 9:02 a.m. “Thank you for contacting Meta Advertising Support. My name is Cris and I am sending this email on behalf of my colleague who assisted you on chat previously about an issue with your ads with Case ID: 1700280090499765. I hope my email finds you well.
Please let us know if the issues still persist, kindly send us documentations like screen recording of the error that you are getting. Please feel free to reply to this email so I can assist you further.
I will look forward to your response. Just a reminder our system is set up to close out cases that have gone more than 48 hours without a response. If you are unable to get back to me within that timeframe, you may get an email regarding the case being closed and a survey. You may also visit this link for other helpful advertising solutions: https://facebook.com/business/help
Again, thank you for contacting Meta Pro Team. We wish you and your business well. Have a great day!
Campbell Dec 19, 9:17 a.m. “Cris – do you not have access to this absurdly long chain of communications about this problem? I am so UPSET!!!!!!!!!! Here’s a screen shot of my drop down menu showing that I do not have access to my Z page. I have had that page for eleven+ years and suddenly about three weeks ago it was no longer on my drop down page menu.”
Campbell Dec 19, 9:19 a.m. Here’s the image of my FB page as Z showing the drop down menu for my other pages. Clearly Z profile is not listed. I can’t go to my Z page or advertise my books. Now it’s SIX DAYS UNTIL CHRISTMAS and I have not been able to advertise my books. I’ve sent META a copy of my ID. I’ve sent META a screen shot showing my Z book listings at Amazon alongside my name ID as owner of that account. WHAT MORE DO YOU NEED?
Campbell Dec 19, 9:43 a.m. “You know, I’ve tried to be polite and civilized about this mess, but I am utterly SHOCKED that META is so incompetent as to first, delete my connection to my Z account and second, to spend TWO WEEKS pretending to “fix” the problem and still I can’t get into my Z account.”
META Dec 20, 6:30 a.m. “Thank you for your prompt response. I am writing about your concern regarding lost access on your account. Our Internal Team is still diligently working on the matter as we know that this is utterly important. We apologize for any inconvenience that may have been caused by this delay. Please know that we are working towards a viable resolution. Kindly expect a response in the next 24-48 business hours. For anything else, please do not hesitate to come to us through chat. You may access this link to come to chat with us at https://www.facebook.com/business/help Thank you for your patience and understanding throughout this process.” Abby
Campbell Dec 20, 2023, 9:26 a.m. “Without notification from Meta, I lost access to my Z account. For two weeks I have waited for you to solve this problem. I find it hard to believe that META is so utterly incompetent that you would not have this problem solved by now.
I have had my Z account for over eleven years. I have advertised and built up a following for my books. Now, suddenly, I can’t use the account because the link from my personal account to my pseudonym Z account has been cut off for no reason. I have yet to hear any explanation.
Is this the new META, frivolously ending people’s accounts without explanation then blathering on about fixing it while NOT fixing it? If so, I suspect META will not last long.
Will somebody please stand up and speak clearly about this situation?
By the way, here’s a screen shot of my Z gmail account.”
META Dec 20, 9:26 a.m. It’s important for us to know whether we are doing a good job. We’d love to hear your feedback about your support experience. If you have a moment, please take this 15 second survey. Data from this feedback survey and other survey responses will be processed by Meta according to our Privacy Policy and will be accessible to Meta employees and our external support team only. It will be used to improve our support services and automated assistance. Be sure to bookmark this page so you can contact us again in the future: http://www.facebook.com/business/help/support.
Campbell Dec 22, 10:51 a.m. “What are you guys doing about my loss of access to my Z account? Looks like you’re doing NOTHING, despite all your emails saying you’re working on it. I mean, how much “work” does it take to reconnect my access? This is absolutely the most infuriating and disgusting experience I have ever had with Facebook.”
META Dec 22, 1:35 p.m. “This is James from Meta Pro Team. I hope you are doing well. I am writing this email on behalf of my colleagues to help you regarding your concern on regaining access to Facebook page. Your reference ID is 1700280090499765. As we’ve checked, your case is still ongoing and we are still waiting for an update from our Internal Team regarding the appeal for regaining access to Facebook page. Thank you for your continued response. We really appreciate your patience and tremendous understanding while we’re on the midst of checking your concern. Rest assured that our Internal Team are working on this case. We’ll certainly get back to you once the result of the request is already available.”
META Dec 23, 1:30 a.m. “Thank you for being patient with us. We know how your business means to you. We truly admire your patience and kindness in dealing with this matter. You can trust that we share the same objective here. This is regarding your case ID:1700280090499765. We understand how important this is for you and your business. However, after several escalations and investigations, our team has not reached final resolution. Should same concern persist, feel free to reach out via chat so we can attend to you immediately. We truly understand that we are not expecting this kind of resolution, but rest assured, that we can continue providing better support for you via chat or by reporting a problem via the Facebook App with these steps:
Report that something isn’t working on Facebook:
1. Log in to Facebook on a computer.
2. Click your profile picture in the top right of Facebook.
3. Select Help & support, then select Report a problem and follow the on-screen instructions.
At Facebook, we are always looking for ways to improve the experience for our users to make sure they have the best experience possible. Right now, we are tagging this case as done and we will be looking at a long-term fix that will require assistance from several channels and we are closing this case as Done. Please don’t hesitate to reach out via our chat channel for further assistance. You can also reach our chat support via this link facebook.com/business/help (https://facebook.com/business/help).
Thank you for contacting Meta Pro Team. Have a great day! Thanks, Kate
META Dec 23, 1:30 a.m. “How was the support you received from Meta? It’s important for us to know whether we are doing a good job. We’d love to hear your feedback about your support experience. If you have a moment, please take this 15 second survey. Data from this feedback survey and other survey responses will be processed by Meta according to our Privacy Policy and will be accessible to Meta employees and our external support team only. It will be used to improve our support services and automated assistance. Be sure to bookmark this page so you can contact us again in the future: http://www.facebook.com/business/help/support. Abby
Campbell Dec 23, 5:11 a.m. “Words cannot express my absolute disbelief that this problem is now being kicked back to me. What is going to be gained by my starting over?! Why put me through this ridiculous process AGAIN? If you can solve the problem in the first round, why should I believe you can solve it this time? This is not user friendly, to say the least.”
META Dec 23, 8:29 a.m. “It’s important for us to know whether we are doing a good job. We’d love to hear your feedback about your support experience. If you have a moment, please take this 15 second survey…” etc.
Campbell Dec 29, 5:45 a.m. “PLEASE help me with this. None of my help requests are being answered and I can’t find any other means of initiating a chat. Please note that on Dec 23, 2023, I received this message from META: “This is regarding your case ID:1700280090499765. We understand how important this is for you and your business. However, after several escalations and investigations, our team has not reached final resolution. Should same concern persist, feel free to reach out via chat so we can attend to you immediately.”
This is absurd–obviously if your team has not reached final resolution, THE SAME CONCERN PERSISTS!! I still can’t access my Z page. What is the problem?
META Dec 29, 5:23 p.m. “Thank you for contacting Meta Pro Team. My name is Iris. At Facebook, we are always looking for ways to improve the experience for our users to make sure they have the best experience possible. Rest assured, our team is aware of this matter and we will do everything we can to help you out. We appreciate your patience and ongoing partnership. Do take note of your case ID: 1700280090499765. Please be assured that I will be getting back with you within 24-48 business hours or may even be a bit longer depending on the issue at hand. We apologize for any inconvenience this may have caused. Thank you for contacting Meta Pro Team. Have a nice day!
META Dec 29, 5:24 p.m. “Thank you for being patient with us. We know how your business means to you. We truly admire your patience and kindness in dealing with this matter. You can trust that we share the same objective here. We understand how important this is for you and your business. However, after several escalations and investigations, our team has not reached final resolution. Should same concern persist, feel free to reach out via chat so we can attend to you immediately.
We truly understand that we are not expecting this kind of resolution, but rest assured, that we can continue providing better support for you via chat or by reporting a problem via the Facebook App with these steps:
Report that something isn’t working on Facebook:
– Log in to Facebook on a computer.
– Click your profile picture in the top right of Facebook.
– Select Help & support, then select Report a problem and follow the on-screen instructions.
At Facebook, we are always looking for ways to improve the experience for our users to make sure they have the best experience possible. Right now, we are tagging this case as done and we will be looking at a long-term fix that will require assistance from several channels and we are closing this case as Done. Please don’t hesitate to reach out via our chat channel for further assistance. You can also reach our chat support via this link facebook.com/business/help (https://facebook.com/business/help). We appreciate you for contacting Meta Pro Team. Have a great day! Dona
META Dec 29, 5:24 p.m. “How was the support you received from Meta? It’s important for us to know whether we are doing a good job. We’d love to hear your feedback about your support experience. If you have a moment, please take this 15 second survey…” etc.
Campbell Dec 30, 5:26 a.m. “OF COURSE THE SAME CONCERN PERSISTS. META support is apparently not skilled enough to reconnect my Z.524 account for my access. While you tell me in one sentence that you are working on it, the next sentence tells me to START OVER with my problem. This is not acceptable. You have wasted over a month while I could not access my account. How hard can it be to simply reconnect me to my Z page? I’ve received nothing but reassurances without any progress.”
META Dec 30, 1:17 p.m. “I hope you are doing well and I hope this email finds you well!
I do understand that you are anxious to have an update on this case, however, the Internal Team is still reviewing the case. As much as I want to give you an update on this case, I do not wish to mislead you without any concrete findings with regards to the issue. Seeking your kind understanding on this. Rest assured, I will send you an update as soon as I receive a response from our Team. Thanks for contacting Meta Pro Team. Have a nice day! Abby
META Jan 1, 2024, 1:42 p.m. “This is an automated reminder that we’re waiting on additional information from you to continue to work on your case 1700280090499765. If your issue has not been resolved, please reply with the requested information so that we can work to resolve the issue.”
Campbell Jan 1, 2:08 p.m. “No, it has not. You HAVE NOT SAID WHAT INFORMATION YOU NEED. Please advise.”
Campbell Jan 1, 2:16 p.m. “I have sent all the information you requested. 22 hours ago. What else do you need? Here it is again. Here’s a screen shot of two of my many Z books as shown on my Amazon/KDP account. Note my real image in the upper right corner. Do you understand that I, Denele Campbell, am an author working on other projects while Z, my pen name, writes romance? That’s why I have different Facebook accounts. IF YOU REQUIRE ADDITIONAL INFORMATION, YOU HAVE TO TELL ME WHAT MORE YOU NEED. Z IS MY PEN NAME — THAT MEANS MY REAL NAME IS Denele Campbell BUT I PUBLISH BOOKS AS Z. MY FACEBOOK PAGE FOR Z IS PART OF MY PROMOTION FOR MY BOOKS. I HAVE PAID FACEBOOK MANY TIMES FOR ADS.
META Jan 1, 9:05 p.m. “This is an automated reminder that we’re waiting on additional information from you to continue to work on your case 1700280090499765…” etc etc
Campbell Jan 2, 5:47 a.m. “Here is more information about my work under the name Z
1. My publishing account at Smashwords. image
2. My Z website: image
3. List of books published under pen name Z: image
4. My Z gmail account: image
5. KDP Sales report for 2023: image
Probably would have had many more sales IF I COULD HAVE ADVERTISED FOR CHRISTMAS ON MY Z FACEBOOK PAGE.
6. Please specify what additional proof you need that Z and Z Author are my Facebook accounts?
META Jan 2, 9:47 a.m. “I hope this email finds you well. We have received an update form our Internal Team.
Thanks for contacting us. We’ve received your request to gain access to the Page Z at www.facebook.com/100065664063967. We’d be happy to look into this, but please keep in mind that we are not in a position to resolve disputes between third parties. If you’d like us to help, please provide all of the following:
1. A copy of a valid government-issued photo ID, such as a current driver’s license or a passport, of the individual signing the statement. You can find the different kinds of IDs we accept in the Help Center: https://www.facebook.com/help/159096464162185?ref=cr
2. A signed statement from a person with sufficient knowledge and authority over this matter, which will need to be on company letterhead and should include all of the following:
a) A description of your relationship to the Page (including your authority to request a change in the person(s) who manages it, as applicable);
b) The name of the current person(s) who manage the Page and their relationship to the Page, or a reasonable explanation of why the current person(s) who manages the Page is/are not known to the requestor;
c) An explanation of your request detailing why you are requesting ownership, and whether there has been a termination of the employment and/or business relationship with the named person(s), as applicable;
d) The Facebook account (URL/ID/associated email) needing to be added as the new admin of the Page;
e) The ID/URL of the Page; and
f) Applicable for Business Entities/Advertisers only: If the supporting documentation provided shows ownership of a parent organization rather than the specific brand/company mentioned in the Facebook asset, you will need to provide further evidence of the link between the two brands by providing an official/reputable online source (to be included in the letter), or additional supporting documentation. Examples of appropriate supporting documentation include:
A link to a published press release or news article about the connection between the brand’s names (both names must be present in the article/press release),
A link to your official website that states the connection between names (both names must be present),
Any legitimate DBA documentation same as asset name; and
g) A declaration that the information you have provided is true and accurate (e.g. “I certify that the information provided is true and accurate”). Your statement must include similar language.
The letterhead should contain the following elements:
a. Mandatory elements: Business name, Physical address (typically the registered address of the business), Phone number and Company logo or official branding
b. Preferred elements: Email address and Website
3. Any one of the following documentation supporting your request:
Domain Name Assignment Agreement
Deed of Assignment of Intellectual Property
Utility Bill
Articles or Certificates of Incorporation, Formation, or Organization
Business License and Permits
DBA documents
Tax Certifications and Licenses
Bank Statements, Summaries, Letters
Credit Score Reports
Securities and Trading Documents, notably those originating from the SEC 8-K form
Trademark/registered/copyright document (e.g. Certificate of Federal Registration)
Please understand that if we do not receive a signed statement with all of the information requested above, we won’t be able to help. Once you have provided the information, we may follow up with additional questions, however providing us with this information doesn’t guarantee that we’ll be able to fulfill your request.
If we are able to process your request, only one admin will be added to the Page, and it will be the admin’s responsibility to manage the Page roles.
Campbell Jan 2, 10:35 a.m. “Please see my response below:
1. A copy of a valid government-issued photo ID, such as a current driver’s license or a passport, of the individual signing the statement. You can find the different kinds of IDs we accept in the Help Center: https://www.facebook.com/help/159096464162185?ref=cr A government issued ID is not going to happen. As I’ve stated repeatedly, I made up that name to use as a pen name for a series of romance novels. My real name and ID has been provided to you three times. My explanation has been stated REPEATEDLY. Surely I do not have to explain that authors often use pen names for publishing books.
2. A signed statement from a person with sufficient knowledge and authority over this matter, which will need to be on company letterhead and should include all of the following:
I am a self-published author. There is no “company” and NO ONE besides me is involved. Everything goes through Amazon’s Kindle Direct Publishing. Do you want me to give you my password so you can look at my books alongside my Z books at Amazon?
2 a. a) A description of your relationship to the Page (including your authority to request a change in the person(s) who manages it, as applicable); IT IS MY PAGE. No one else is involved.
2 b. The name of the current person(s) who manage the Page and their relationship to the Page, or a reasonable explanation of why the current person(s) who manages the Page is/are not known to the requestor; My name is Denele Campbell. I’ve provided my gov’t issued ID three times. I own the page, started the page. Z is the name I use to write romance novels. Is this so hard to understand? Maybe a real HUMAN needs to read this instead of your AI.
2. c An explanation of your request detailing why you are requesting ownership, and whether there has been a termination of the employment and/or business relationship with the named person(s), as applicable I AM NOT REQUESTING OWNERSHIP. I AM THE OWNER. I started the page, I have maintained the page, posted on the page, and for some unstated reason by Facebook/META, my access was CUT OFF in November 2023. For God’s sake, haven’t I explained this enough? It’s my page, I started the page ten years ago and have used it ever since. I’m the one who should be demanding answers, like, after ten years, WHY DID FACEBOOK suddenly terminate my access to MY PAGE without checking with ME FIRST?
The Facebook account (URL/ID/associated email) needing to be added as the new admin of the Page; …When I began writing romance, I added the Z page. It’s always been there on my drop down menu of “profiles” alongside my Author Denele Campbell page…
2.f A link to your official website that states the connection between names (both names must be present) As I have stated, nothing in public is going to show a connection between these two names because of potential confusion to my Campbell readers. You have no right to demand this of me. I have supplied all the information you deserve after treating me this way, and I’m actually thinking I might need to sue META to make somebody wake up.
2.g. You want a certified statement that what I’ve said is true. I’m telling you it is true. WHY THE HELL WOULD I LIE?????????????
3. You want one of the following documentation supporting my request:
Domain Name Assignment Agreement
Deed of Assignment of Intellectual Property
Utility Bill
Articles or Certificates of Incorporation, Formation, or Organization
Business License and Permits
DBA documents
Tax Certifications and Licenses
Bank Statements, Summaries, Letters
Credit Score Reports
Securities and Trading Documents, notably those originating from the SEC 8-K form
Trademark/registered/copyright document (e.g. Certificate of Federal Registration)
Please understand that if we do not receive a signed statement with all of the information requested above, we won’t be able to help. Once you have provided the information, we may follow up with additional questions, however providing us with this information doesn’t guarantee that we’ll be able to fulfill your request.
That last bit about needing a signed statement is ABSURD. Here’s what I can provide: A screen shot of my author page at Amazon, showing my two pen names, one of which is Z (upper right corner)
Finally, let me restate that Facebook/META has violated my rights by not asking first before cutting off my access to my Z page. If you had asked, I could have provided whatever information you require. SURELY Facebook has more than one person by just about any name, so why pick on me for Z? I ASSUME there is somebody name Z, who is not me, who has demanded you eliminate me, but as I have said from the start, I did an internet search of authors by that name when I first started and found none, and proceeded to take that name for my romance novels. If somebody came along since then, that’s their problem, not mine.
Campbell Jan 2, 10:41 a.m. “Oh, and by the way, authors don’t need to use a DBA for a pseudonym/”pen name”/pka/”professionally known as” name.
Also online at https://www.kboards.com/threads/dbas-pen-names-publisher-names.254337/ :
“I respectfully submit that you’re overthinking it. I come from a business background as well and after consulting with an attorney and my accountant, we decided it was unnecessary to incorporate or file a DBA; there are no tax advantages, no intellectual property advantages… the only realistic reason you might want to is if you are publishing non-fiction advice and want a liability shield. And, as you say, there is the added issue that your pen name and real name are linked in public record when you create a corporate entity – if that matters to you, don’t do it.
“You can publish under any name you like. You can assign your royalties however you like. If you are looking for tax advantages like deferred taxation, assign your royalties to a trust, but you don’t need a DBA or to be incorporated to do that.”
MAYBE META NEEDS TO LEARN ABOUT PEN NAMES.
FACEBOOK lists over 30 people by the name Z. Have you removed access to them as well? If not, why not? WHAT ARE YOUR REASONS for inflicting this damage on me?
I’ve asked for answers before and got nothing but repeated BS. So I’m not holding my breath that you’ll answer me now.”
META Jan 2, 2:29 p.m. “Thank you for contacting Meta Pro Team. At Facebook, we are always looking for ways to improve the experience for our users to make sure they have the best experience possible. Rest assured, our team is aware of this matter and we will do everything we can to help you out. We appreciate your patience and ongoing partnership. Please be assured that I will be getting back with you within 24-48 business hours or may even be a bit longer depending on the issue at hand. We apologize for any inconvenience this may have caused. Thank you for contacting Meta Pro Team. Have a nice day! Thanks, Abby
META Jan 3, 3:38 a.m. “How was the support you received from Meta? It’s important for us to know whether we are doing a good job. We’d love to hear your feedback about your support experience. If you have a moment, please take this 15 second survey…” etc.
Campbell Jan 3, 5:20 a.m. “Please note that yesterday I was too upset to realize I did not include my URLs for my Z pages.
[URLs]
Let me be clear. I am the creator and ONLY user of these pages. For reasons unknown to me, Facebook eliminated the link from my Denele Campbell page to my Z pages–without notification, without warning. I have spent a VERY FRUSTRATING month trying to get that connection back so I can use those pages.
This latest questionnaire/list of demands shows me that Facebook/META STILL DOES NOT UNDERSTAND that I am the only owner of these pages. PLEASE move this problem to a supervisor or someone who has a functioning brain.”
META Jan 3, 2024 7:53 a.m. “I hope this email finds you well. At Facebook, we are always looking for ways to improve the experience for our users to make sure they have the best experience possible. Rest assured, our team is aware of this matter and we will do everything we can to help you out. We appreciate your patience and ongoing partnership. Please be assured that I will be getting back with you within 24-48 business hours or may even be a bit longer depending on the issue at hand. We apologize for any inconvenience this may have caused. Thank you for contacting Meta Pro Team. Have a nice day! Thanks, Abby
META Jan 3, 2:27 p.m. “This is an automated reminder that we’re waiting on additional information from you to continue to work on your case 1700280090499765. If your issue has not been resolved, please reply with the requested information so that we can work to resolve the issue.”
Campbell Jan 3, 2:46 p.m. “WHAT ADDITIONAL INFORMATION?”
META Jan 3, 2:51 p.m. “I understand the urgency of this case for this affects your business.
Due to the complexity of the issue, our Internal Team needs to review the case further. This requires them to do a critical assessment and analyze the root cause to prevent this from happening again. With that said, we would like to follow-up with you within the next 48 hours. We appreciate your patience on this matter. For reference, you may visit this link for our advertising solutions: https://www.facebook.com/business/learn. Thank you for contacting Meta Pro Team. Enjoy the rest of the day. Thanks, Abby
META Jan 3, 9:11 p.m. “This is an automated reminder that we’re waiting on additional information from you to continue to work on your case…” etc.
META Jan 5, 3:55 p.m. “We wanted to follow-up regarding case 1700280090499765. Since we’ve not received any correspondence we’ll be closing out your case at this time. If you need further assistance and would like to reopen the case, please reply to this email as soon as possible.”
Campbell Jan 6, 5:27 a.m. “Contrary to your assertion, I have corresponded repeatedly over the last month. I have sent you the URL for both my Z accounts:
[URL]
I have sent my driver’s license and the explanation that while I am Denele Campbell, I am writing under the pen name of Z. I have sent you legal notice that pen names are not required to establish an official DBA. I have repeatedly sent you notice of the facts in this matter, that I created these pages in 2012, that I am the ONLY person who ever used these pages, and that everything in these pages is mine. I have sent screenshots of my various emails, Amazon author pages, and other material confirming that Z and Denele Campbell are the same person.
Since my access to these accounts was terminated by Facebook in November without any warning, I have repeatedly asked/pleaded/demanded my connection to my accounts be restored. I lost money over the holidays because I could not advertise my books. I have lost sleep over this mess, and yet I keep getting the same automated BULLSHIT from Facebook. I get automated replies to my queries. I get demands for documentation without any acknowledgement of the documentation I have already sent. I get these “OH, we haven’t heard from you so we’re going to close your case” notices when I have immediately complied with your requests without receiving any feedback.
It’s as if I’m talking to a machine, which I suspect is at least part of the problem, since I know Zuckerberg fired tens of thousands of employees. Without doubt, AI might be able to handle a lot of the busywork involved with administering Facebook, but AI is too stupid—apparently—to solve this problem. How hard is it to verify that Denele Campbell established Z.524? Do Facebook techs no longer have access to account origins or account activity that would show, in an instant, that these accounts are mine? Has anyone noticed that the Z pages have had ZERO activity since you cut my access? I have even sent a list of my Z books for a tech to compare to the books advertised on FB to see these are the same. But has anyone at Facebook bothered to compare?? Obviously not, or this problem would be solved.
This is NOT ACCEPTABLE! Restore my access to my Z accounts IMMEDIATELY. Stop with the polite automated messaging that goes nowhere. Send my case to a human who can actually THINK!”
META Jan 7, 4:55 a.m. “Good day to you! I would like to let you know that we are currently reviewing this matter. This may take longer or can be resolved quickly depending on the complexity of the issue. In the event that we received feedback earlier than the turnaround time frame, we will notify you immediately. Rest assured that we will be following up on your issue closely and will be updating you via this email thread for any updates. For anything else, please do not hesitate to reach out to us if you need further assistance and we’ll be glad to assist. Thanks for your patience…”
META Jan 7, 7:10 a.m. “Thank you for contacting Meta Advertising Support. My name is Cris and I am sending this email on behalf of my colleague who assisted you on chat previously about an issue with your Page with Case ID: 1700280090499765. I hope my email finds you well.
Our Internal Team have reached out and for us to continue with the request you’ve made, you need to resend a copy of your signed letter which includes the link of the Facebook Page link you’re requesting to get Admin role. I will look forward to your response, Denele. Just a reminder our system is set up to close out cases that have gone more than 48 hours without a response. If you are unable to get back to me within that timeframe, you may get an email regarding the case being closed and a survey. You may also visit this link for other helpful advertising solutions: https://facebook.com/business/help Again, thank you for contacting Meta Pro Team. We wish you and your business well. Have a great day!
Campbell Jan 7, 7:20 a.m. “Regarding your comment, “you need to resend a copy of your signed letter which includes the link of the Facebook Page link you’re requesting to get Admin role.”
Please note that I will NOT be sending a letter or anything else in response to the email outlining all the steps necessary to “get Admin role.” As I HAVE REPEATED several times, the Z pages as specified in my messages were CREATED BY ME, NO ONE ELSE HAS EVER BEEN AN ADMIN BUT ME. What is so hard to understand about that? Try to move beyond your programming on this topic. Please restore my pages without further delay.
META Jan 7, 9:19 a.m. “I hope you this email finds you well! I understand that you are not comfortable in providing a letter as a requirement for your request. These kinds of cases are very sensitive because your personal information are involved, especially your card.
We want to make sure that your account will be secured before we take any actions. In case that the requested requirements are not completed, we will not be able to complete your request.
Our system is set up to close out cases that have gone more than 48 hours without a response. If you are unable to get back to us within that timeframe, you may get an email regarding the case being closed and a survey on how you were assisted. Not to worry if that happens, you can still reply to this email and we’ll be able to help. Looking forward to your response.
Should you ever need real time support, please do not hesitate to reach out to us and we will get back to you the soonest possible time. You may initiate a new chat via https://www.facebook.com/business/help.
Your satisfaction is our happiness! Again, thank you for contacting Meta Pro Team. We wish you and your business well. Have a good day! Thanks, Ingrid
Campbell Jan 7, 12:47 p.m. “So does anyone in your department have the capacity to UNDERSTAND what I am saying? All I’m getting is automated messages from you and your associates.
I AM THE ONLY PERSON who has any involvement in the Z pages. I have REPEATED this information so many times I’ve lost count. I created these pages in 2012 and am the only person who has ever used them. I have sent you the URL for both my Z accounts. I have sent my driver’s license and the explanation that while I am Denele Campbell I am writing under the pen name of Z. I have sent you legal notice that pen names are not required to establish an official DBA. I have repeatedly sent you notice of the facts in this matter, that I created these pages in 2012, that I am the ONLY person who ever used these pages, and that everything in these pages is mine. I have sent screenshots of my various emails, Amazon author pages, and other material confirming that Z and Denele Campbell are the same person.
Since my access to these accounts was terminated by Facebook in November without any warning, I have repeatedly asked/pleaded/demanded my connection to my accounts be restored. I lost money over the holidays because I could not advertise my Z books. I have lost sleep over this mess, and yet I keep getting the same automated BULLSHIT from Facebook. I get automated replies to my queries. I get demands for documentation without any acknowledgement of the documentation I have already sent. I get these “OH, we haven’t heard from you so we’re going to close your case” notices when I have immediately complied with your requests without receiving any feedback.
It’s as if I’m talking to a machine, which I suspect is at least part of the problem, since I know Zuckerberg fired tens of thousands of employees. Without doubt, AI might be able to handle a lot of the busywork involved with administering Facebook, but AI is too stupid—apparently—to solve this problem. How hard is it to verify that I established Z.524? Do Facebook techs no longer have access to account origins or account activity that would show, in an instant, that these accounts are mine? I have even sent a list of my Z books for a tech to compare to the books advertised on Facebook to see these are the same. But has anyone at Facebook bothered to compare?? Obviously not, or this problem would be solved.
This is NOT ACCEPTABLE! Restore my access to my Z accounts IMMEDIATELY. Stop with the polite automated messaging that goes nowhere. Send my case to a human who can actually THINK!”
META Jan 7, 2:53 p.m. “I understand the urgency of this case for this affects your business. I am writing about your concern regarding <ISSUE>. Due to the complexity of the issue, our Internal Team needs to review the case further. This requires them to do a critical assessment and analyze the root cause to prevent this from happening again. With that said, we would like to follow-up with you within the next 48 hours. We appreciate your patience on this matter. Your Case ID is 123456789…” etc etc
META Jan 8, 9:37 a.m. “I hope this email finds you well. This is Dom from Meta Pro Team, emailing you on behalf of my colleague who is diligently working on your case ID: 1700280090499765. We appreciate your patience and understanding while we work on your case. I would like to let you know we have received an update from our Internal Team already. Please understand that in order for us to proceed with the Admin Dispute, we need you to provide a signed statement stating the following:
a) A description of your relationship to the Page (including your authority to request a change in the person(s) who manages it, as applicable);
b) The name of the current person(s) who manage the Page and their relationship to the Page, or a reasonable explanation of why the current person(s) who manages the Page is/are not known to the requestor;
c) An explanation of your request detailing why you are requesting ownership, and whether there has been a termination of the employment and/or business relationship with the named person(s), as applicable;
d) The Facebook account (URL/ID/associated email) needing to be added as the new admin of the Page;
e) The ID/URL of the Page;
f) Applicable for Business Entities/Advertisers only: If the supporting documentation provided shows ownership of a parent organization rather than the specific brand/company mentioned in the Facebook asset, you will need to provide further evidence of the link between the two brands by providing an official/reputable online source (to be included in the letter), or additional supporting documentation. Examples of appropriate supporting documentation include:
– A link to a published press release or news article about the connection between the brand’s names (both names must be present in the article/press release),
– A link to your official website that states the connection between names (both names must be present),
– Any legitimate DBA documentation same as asset name; and
g) A declaration that the information you have provided is true and accurate (e.g. “I certify that the information provided is true and accurate”). Your statement must include similar language.
The letterhead should contain the following elements:
a. Mandatory elements: Business name, Physical address (typically the registered address of the business), Phone number and Company logo or official branding
b. Preferred elements: Email address and Website
Please understand that we need a formal letter from you to be submitted to our Internal Team.
Please submit your signed statement in PDF file so we can proceed with the request.
Looking forward to your response so that we can sort this out as soon as we can. Please note that our system is set up to close out cases that have gone for more than 48 hours without a response. If you’re unable to get back to us within that time frame, you may get an email regarding the case being closed and a survey. If that happens, you can still reply to this email and we’ll be able to help. You can also initiate a new chat via https://www.facebook.com/business/help for real-time support.
Thank you for contacting the Meta Pro Team. Have an awesome day! Warm regards, Dom”
META Jan 8, 1:46 p.m. “This is an automated reminder that we’re waiting on additional information from you to continue to work on your case 1700280090499765…” etc.
Campbell Jan 9, 5:36 a.m. [Attached PDF letter with information requested, repeated from earlier responses]
META Jan 9, 9:53 a.m. “Our Internal Team is currently looking into it and while it can be difficult to estimate how long it takes to resolve due to the technical nature and complexity of the issue, we will continue to keep you posted on any updates. Rest assured that I’ll be following up on your issue closely and will be updating you via this email thread once I received updates from the team. For your reference, here’s your Case ID: 1700280090499765.
We do apologize for the inconvenience caused and thank you for your continuous support.
If you have any further questions or concerns, please do not hesitate to reach back out to me by replying to this email.
Again, thank you for contacting Meta Pro Team. We wish you and your business well. Have a great day! Justine
META Jan 10, 12:44 a.m. “How was the support you received from Meta? Hi Denele, It’s important for us to know whether we are doing a good job…” etc.
Campbell Jan 12, 5:26 a.m. “It has been days since this email. What is the progress/status?
META Jan 12, 8:17 a.m. This is Hannah and I’m responding on behalf of my colleague who is working on your case. We also would like to thank you for your patience while waiting for the update. Please be advised that we will not be able proceed if we will not receive the required details. Please include the following in a single PDF document.
1. A •copy of valid government-issued ID• of the individual signing the statement; any of the following are accepted:
• Passport
• Government ID
• Driver’s License
• For Civic requests, Government Employee IDs will be accepted.
2. •A SIGNED STATEMENT• that includes:
a. Government Letterhead or Seal, Company Letterhead
b. Clear and readable signature (signed by hand or digitally confirmed)
c. A description of requestor relationship to the Business and the Business ID number is required
d. An explanation of the request (reason why you lost access and/or why you need the access)
e. The Facebook account (URL or associated email) needing to be added as an admin
f. One of the following:
► The name of the current person(s) who manage the Business Manager OR
► A reasonable explanation of why the current persons who manage the Business Manager is/are not known to the requestor
g. A declaration that the information you have provided is true and accurate, e.g. “I certify that the information provided is true and accurate” or similar
3. •EVIDENCE OF A CLAIM TO OWNERSHIP•. You may provide at least ONE supporting documentation:
• Credit Line Monthly Invoice
• Domain Name Assignment Agreement or
• Deed of Assignment of Intellectual Property or
• Utility Bill or
• Articles or Certificates of Incorporation, Formation, or Organization or
• Business Licenses or Permits or
• DBA documents or
• Tax Certs. and Licenses or
• Bank Statements, Summaries, Letters or
• Credit Score Reports or
• Securities and Trading Documents- Trademark/registered/copyright document: e.g. Certificate of Federal Registration.
We hope to hear from you soon. If you ever need further support, please do not hesitate to reach out to us and we will get back to you the soonest possible time. You may initiate a new chat via https://www.facebook.com/business/help. Thank you for contacting Meta Pro Team. Have a great day ahead! Hannah
Campbell Jan 12, 8:24 a.m. “Hi Hannah — I’m enjoying seeing how many names are used by your AI system. As for the requested items, I provided those materials back in December the first time you asked for them. Have you lost the record of our previous emails?”
META Jan 14, 3:18 a.m. “How was the support you received from Meta? It’s important for us to know whether we are doing a good job. We’d love to hear your feedback about your support experience. If you have a moment, please take this 15 second survey…” etc
Campbell Jan 14, 5:05 a.m. “Dear META — What is the status of my appeal for restoring my access to my Z page?”
META Jan 14, 6:09 a.m. “Due to the complexity of the issue, our Internal Team needs to review the case further. This requires them to do a critical assessment and analyze the root cause to prevent this from happening again. With that said, we would like to follow up with you within the next 48 hours. We appreciate your patience on this matter. Your Case ID is 1700280090499765. For reference, you may visit this link for our advertising solutions: Advertiser Help Center (https://www.facebook.com/business/help). Thank you for contacting Meta Pro Team. Enjoy the rest of the day. Jeff
META Jan 14, 7:15 a.m. “Thanks for contacting us. We’ve received your request to gain access to the Page Z at 100065664063967. We’d be happy to look into this, but please keep in mind that we are not in a position to resolve disputes between third parties. If you’d like us to help, please provide all of the following:
1. A copy of a valid government-issued photo ID, such as a current driver’s license or a passport, of the individual signing the statement. You can find the different kinds of IDs we accept in the Help Center: https://www.facebook.com/help/159096464162185?ref=cr
2. A signed statement from a person with sufficient knowledge and authority over this matter, which will need to be on company letterhead and should include all of the following:
e) The ID/URL of the Page;
f) Applicable for Business Entities/Advertisers only: If the supporting documentation provided shows ownership of a parent organization rather than the specific brand/company mentioned in the Facebook asset, you will need to provide further evidence of the link between the two brands by providing an official/reputable online source (to be included in the letter), or additional supporting documentation.
Examples of appropriate supporting documentation include:
– A link to a published press release or news article about the connection between the brand’s names (both names must be present in the article/press release),
– A link to your official website that states the connection between names (both names must be present),
– Any legitimate DBA documentation same as asset name; and
g) A declaration that the information you have provided is true and accurate (e.g. “I certify that the information provided is true and accurate”). Your statement must include similar language.
3. Any one of the following documentation supporting your request:
– Domain Name Assignment Agreement
– Deed of Assignment of Intellectual Property
– Utility Bill
– Articles or Certificates of Incorporation, Formation, or Organization
– Business License and Permits
– DBA documents
– Tax Certifications and Licenses
– Bank Statements, Summaries, Letters
– Credit Score Reports
– Securities and Trading Documents, notably those originating from the SEC 8-K form
– Trademark/registered/copyright document (e.g. Certificate of Federal Registration)
Please understand that if we do not receive a signed statement with all of the information requested above, we won’t be able to help. Once you have provided the information, we may follow up with additional questions, however providing us with this information doesn’t guarantee that we’ll be able to fulfill your request.
If we are able to process your request, only one admin will be added to the Page, and it will be the admin’s responsibility to manage the Page roles.
Please note our system is set up to close out cases that have gone more than 48 hours without a response. If you’re unable to get back to me within that time frame, you may get an email regarding the case being closed and a survey. Not to worry if that happens, you can still reply to this email and I’ll be able to help, or you can chat back into us and we will be able to reference this interaction at that time as well.
Here’s our reference number: 1700280090499765
Looking forward to hearing from you soon so that we can assist you further. Have a great day ahead! Thank you for contacting Meta Pro Team. Thanks, Jeff
Campbell Jan 14, 7:17 a.m. “I’ve already answered these questions THREE TIMES.”
META Jan 14, 7:34 a.m. “Thank you for your quick reply. I would like to let you know that our Internal Team has reviewed your case in detail and unfortunately the document previously does not include all information that can make them approve your dispute for the Facebook Page Z. To approve your request, our Internal Team must get the following requirements…” etc
Campbell Jan 14, 7:39 a.m. “As I have previously stated multiple times, Z is a pen name for my romance novels. I created the page in 2012 and am the ONLY PERSON to ever administer those pages. None of these documentation requests apply to my situation with the loss of access to my Z pages.”
META Jan 14, 7:46 a.m. “We definitely understand how important it is to get your request approved by our Internal Team so you can continue managing your work on the platform.
Please understand that if we do not receive a signed statement with all of the information requested above, we won’t be able to help. Once you have provided the information, we may follow up with additional questions, however providing us with this information doesn’t guarantee that we’ll be able to fulfill your request. If we are able to process your request, only one admin will be added to the Page, and it will be the admin’s responsibility to manage the Page roles. Please note our system is set up to close out cases that have gone more than 48 hours without a response. If you’re unable to get back to me within that time frame, you may get an email regarding the case being closed and a survey. Not to worry if that happens, you can still reply to this email and I’ll be able to help, or you can chat back into us and we will be able to reference this interaction at that time as well. Here’s our reference number: 1700280090499765
Looking forward to hearing from you soon so that we can assist you further. Have a great day ahead! Thank you for contacting Meta Pro Team. Thanks, Jeff
Campbell Jan 14, 7:52 a.m. “Please see attached letter I sent DAYS AGO.”
META Jan 14, 7:53 a.m. “Thanks for contacting us. We’ve received your request to gain access to the Page Z at 100065664063967. We’d be happy to look into this, but please keep in mind that we are not in a position to resolve disputes between third parties. If you’d like us to help, please provide all of the following:
1. A copy of a valid government-issued photo ID, such as a current driver’s license or a passport, of the individual signing the statement. You can find the different kinds of IDs we accept in the Help Center: https://www.facebook.com/help/159096464162185?ref=cr
2. A signed statement from a person with sufficient knowledge and authority over this matter, which will need to be on company letterhead and should include all of the following:
e) The ID/URL of the Page;
f) Applicable for Business Entities/Advertisers only: If the supporting documentation provided shows ownership of a parent organization rather than the specific brand/company mentioned in the Facebook asset, you will need to provide further evidence of the link between the two brands by providing an official/reputable online source (to be included in the letter), or additional supporting documentation.
Examples of appropriate supporting documentation include:
– A link to a published press release or news article about the connection between the brand’s names (both names must be present in the article/press release),
– A link to your official website that states the connection between names (both names must be present),
– Any legitimate DBA documentation same as asset name; and
g) A declaration that the information you have provided is true and accurate (e.g. “I certify that the information provided is true and accurate”). Your statement must include similar language.
3. Any one of the following documentation supporting your request:
– Domain Name Assignment Agreement
– Deed of Assignment of Intellectual Property
– Utility Bill
– Articles or Certificates of Incorporation, Formation, or Organization
– Business License and Permits
– DBA documents
– Tax Certifications and Licenses
– Bank Statements, Summaries, Letters
– Credit Score Reports
– Securities and Trading Documents, notably those originating from the SEC 8-K form
– Trademark/registered/copyright document (e.g. Certificate of Federal Registration)
Please understand that if we do not receive a signed statement with all of the information requested above, we won’t be able to help. Once you have provided the information, we may follow up with additional questions, however providing us with this information doesn’t guarantee that we’ll be able to fulfill your request. If we are able to process your request, only one admin will be added to the Page, and it will be the admin’s responsibility to manage the Page roles. Thanks! Abby”
Campbell Jan 14, 10:21 a.m. “META Support, please note that you are not understanding this situation. THERE IS NO 3rd party. I’ve stated my situation quite clearly SEVERAL TIMES. Please get this matter resolved immediately and STOP shuffling this off.”
META Jan 14, 12:18 p.m. “Thanks for contacting us. We’ve received your request to gain access to the Page Z at 100065664063967. We’d be happy to look into this, but please keep in mind that we are not in a position to resolve disputes between third parties. If you’d like us to help, please provide all of the following:
1. A copy of a valid government-issued photo ID, such as a current driver’s license or a passport, of the individual signing the statement. You can find the different kinds of IDs we accept in the Help Center: https://www.facebook.com/help/159096464162185?ref=cr …” etc.
Campbell Jan 14, 12:24 p.m. “You guys are stuck in ignorance.
THERE IS NO 3rd party. I am the only person who has ever used the Z page.
THERE IS NO ID for Z—it’s a name I made up for a pen name for my romance books.
You want my ID? I’ve sent it three times.
This has been going on since November 2023, same questions over and over and over. Why can’t you understand?”
META Jan 15, 1:13 p.m. “I hope this email finds you well. As per our internal team carefully check the following details require by our team. Thanks for contacting us. We’ve received your request to gain access to the Page Z at 100065664063967. We’d be happy to look into this, but please keep in mind that we are not in a position to resolve disputes between third parties. If you’d like us to help, please provide all of the following:
1. A copy of a valid government-issued photo ID, such as a current driver’s license or a passport, of the individual signing the statement. You can find the different kinds of IDs we accept in the Help Center: https://www.facebook.com/help/159096464162185?ref=cr
2. A signed statement from a person with sufficient knowledge and authority over this matter, which will need to be on company letterhead and should include all of the following:
e) The ID/URL of the Page;
f) Applicable for Business Entities/Advertisers only: If the supporting documentation provided shows ownership of a parent organization rather than the specific brand/company mentioned in the Facebook asset, you will need to provide further evidence of the link between the two brands by providing an official/reputable online source (to be included in the letter), or additional supporting documentation.
Examples of appropriate supporting documentation include:
– A link to a published press release or news article about the connection between the brand’s names (both names must be present in the article/press release),
– A link to your official website that states the connection between names (both names must be present),
– Any legitimate DBA documentation same as asset name; and
g) A declaration that the information you have provided is true and accurate (e.g. “I certify that the information provided is true and accurate”). Your statement must include similar language.
3. Any one of the following documentation supporting your request:
– Domain Name Assignment Agreement
– Deed of Assignment of Intellectual Property
– Utility Bill
– Articles or Certificates of Incorporation, Formation, or Organization
– Business License and Permits
– DBA documents
– Tax Certifications and Licenses
– Bank Statements, Summaries, Letters
– Credit Score Reports
– Securities and Trading Documents, notably those originating from the SEC 8-K form
– Trademark/registered/copyright document (e.g. Certificate of Federal Registration)
Please understand that if we do not receive a signed statement with all of the information requested above, we won’t be able to help. Once you have provided the information, we may follow up with additional questions, however providing us with this information doesn’t guarantee that we’ll be able to fulfill your request.
If we are able to process your request, only one admin will be added to the Page, and it will be the admin’s responsibility to manage the Page roles. Thank you for your understanding .
Thanks, Abby”
Campbell Jan 15, 1:31 p.m. “This is just a repeat of what we’ve done FIVE TIMES already. I’ve given you all the information that applies to this situation. STOP ASKING for things I’ve already provided. These requests are the same words, over and over again. Is there a real person who can communicate with me?
META Jan 16, 9:15 p.m. “This is an automated reminder that we’re waiting on additional information from you to continue to work on your case 1700280090499765…” etc.
Campbell Jan 17, 5:15 a.m. What “additional information” do you need. Please specify.
META Jan 17, 6:52 a.m. “Thank you for being patient with us.
We know how your business means to you. We truly admire your patience and kindness in dealing with this matter. You can trust that we share the same objective here.
We understand how important this is for you and your business. However, after several escalations and investigations, our team has not reached final resolution. Should same concern persist, feel free to reach out via chat so we can attend to you immediately.
We truly understand that we are not expecting this kind of resolution, but rest assured, that we can continue providing better support for you via chat or by reporting a problem via the Facebook App with these steps:
Report that something isn’t working on Facebook:
1. Log in to Facebook on a computer.
2. Click your profile picture in the top right of Facebook.
3. Select Help & support, then select Report a problem and follow the on-screen instructions.
At Facebook, we are always looking for ways to improve the experience for our users to make sure they have the best experience possible. Right now, we are tagging this case as done and we will be looking at a long-term fix that will require assistance from several channels and we are closing this case as Done. Please don’t hesitate to reach out via our chat channel for further assistance. You can also reach our chat support via this link facebook.com/business/help (https://facebook.com/business/help). Thank you for contacting Meta Pro Team. Have a great day!”
META Jan 17, 6:52 a.m. “How was the support you received from Meta? It’s important for us to know whether we are doing a good job. We’d love to hear your feedback about your support experience. If you have a moment, please take this 15 second survey…” etc.
Campbell Jan 17, 7:07 a.m. “Facebook/Meta has done nothing toward resolving this issue. For two months you have sent the same messages, requested the same information (which I have supplied) and then when you run out of prefabricated responses, you decide the problem is solved. IT IS NOT SOLVED. I still do not have access to my Z pages where I need to advertise my Z books. Facebook has NOT restored my access to MY ACCOUNT for Z nor does anyone at Facebook seem to be capable of even understanding the problem. It is tragic that after all the creative work of Mark Zuckerberg in establishing Facebook that it has now descended to such an incompetent entity that it cannot even reconnect my page.
META Jan 17, 1:57 p.m. “How was the support you received from Meta? It’s important for us to know whether we are doing a good job. We’d love to hear your feedback about your support experience. If you have a moment, please take this 15 second survey…” etc.
Campbell Jan 17, 2:02 p.m. “Stop sending me “How did we do?” requests when YOU’VE DONE NOTHING to solve my problem. Is there a human tech anywhere?”
META Jan 17, 2:08 p.m. “How was the support you received from Meta? It’s important for us to know whether we are doing a good job…”
Campbell Jan 18, 5:01 a.m. “Dear Meta –You say you are waiting on additional information, but you never say exactly what information you need. So STOP sending me messages that say “It’s important for us to know whether we are doing a good job. “YOU ARE NOT DOING A GOOD JOB.” You are doing NOTHING to solve my problem. I can’t access my Z page. I can’t advertise. META is dysfunctional.”
META Jan 18, 10:35 a.m. “How was the support you received from Meta? It’s important for us to know whether we are doing a good job…” etc.
Campbell Jan 18, 10:35 a.m. “Dear Meta –You say you are waiting on additional information, but you never say exactly what information you need. So STOP sending me messages that say “It’s important for us to know whether we are doing a good job.” YOU ARE NOT DOING A GOOD JOB.” You are doing NOTHING to solve my problem. I can’t access my Z page. I can’t advertise. META is dysfunctional. Please search your premises for a human who has a functioning brain.”
META Jan 19, 3:47 a.m. “I hope this email finds you well. This is a follow up email regarding your Page Access. Please take note of this Case ID: 1700280090499765. We are more than happy to look at this issue, but before we do, we need some additional information from you to help us investigate the issue. There are 3 documents that must be provided to proceed with this matter. We will need you to please provide the following:
1. Copy of valid government-issued ID (of the individual signing the statement); any of the following are accepted:
• Passport
• Government ID
• Driver’s License
• For Civic requests, Government Employee IDs will be accepted.
2. A signed statement with the following details:
• Government Letterhead or Seal, Company Letterhead (where appropriate)
• Clear and readable signature (signed by hand or digitally confirmed)
• A description of requestor relationship to the Business and the Page ID (and authority to request access to the Business, as applicable)
• An explanation of the request (example: there has been a termination of the employment and/or business relationship with the named person(s)/Business and another person needs to be added as Admin)
• The Facebook account (URL/ID/associated email) needing to be added as an admin
• One of the following:
– The name of the current person(s) who manage the Page as applicable the relationship of the above person(s) to the Business OR
– A reasonable explanation of why the current persons who manage the Page is/are not known to the requestor
• A declaration that the information you have provided is true and accurate, e.g. “I certify that the information provided is true and accurate” or similar
3. Evidence of a claim to ownership (one of the following)
Option 1: Individual amounts of the past three invoices on the ad account(s) that the Page own and include the last 4 digits on the credit card +the credit card expiration date. Note: Invoice information will only be accepted if included directly in the body of the signed letter/statement
Option 2: Credit Line Monthly Invoice for owned ad account
Option 3: Provide at least one supporting documentation:
• Domain Name Assignment Agreement or
• Deed of Assignment of Intellectual Property or
• Utility Bill or
• Articles or Certificates of Incorporation, Formation, or Organization or
• Business Licenses or Permits or
• DBA documents or
• Tax Certs. and Licenses or
• Bank Statements, Summaries, Letters or
• Credit Score Reports or
• Securities and Trading Documents- Trademark/registered/copyright document: e.g. Certificate of Federal Registration.
As soon as we have the above information, we would be happy to move forward with assisting you further.
NOTE: Our system is set up to close out cases that have gone more than 48 hours without a response. If you’re unable to get back to me within that time frame, you may get an email regarding the case being closed and a survey. Not to worry if that happens, you can still reply to this email and I’ll be able to help, or you can chat back into us and we will be able to reference this interaction at that time as well. For anything else, please do not hesitate to come to us through chat. You may access this link to come to chat with us at facebook.com/business/help Thank you for contacting Meta Pro Team. We wish you and your business well. Have a great day. Thanks, Joy”
Campbell Jan 19, 6:31 a.m. “Letter and information attached. Can we PLEASE get this resolved ASAP??”
Letter: Denele Campbell, Author
Etc.
Regarding
Z, Author – THIS IS MY PEN NAME, same address
Z email and website
To Whom It May Concern:
Regarding Case ID: 1700280090499765
Attached: Copy of valid government-issued ID (of the individual signing the statement); any of the following are accepted:• Driver’s License
This is my signed statement with the following details:
• Company Letterhead (see above)
• Clear and readable signature (signed by hand or digitally confirmed)
• A description of requestor relationship to the Business and the Page ID (and authority to request access to the Business, as applicable)
Z is my PEN NAME for certain material I write. I created these pages. I am the only admin to ever access these pages.
https://www.facebook.com/Z.524 and https://www.facebook.com/AuthorZ
• An explanation of the request (example: there has been a termination of the employment and/or business relationship with the named person(s)/Business and another person needs to be added as Admin)
In mid-November, for unknown reasons and without warning, Facebook/META ended my access to my Z page. I created the page in 2012 and have been the only admin. Currently no one is managing the pages.
• The Facebook account (URL/ID/associated email) needing to be added as an admin;
Denele Campbell
Since Facebook cut my access to my Z account, I cannot access any financial records from the Z account. Here are copies of my bank records showing payment for Z ads on Facebook, paid out of my personal bank account on MasterCard ending in xxxx:
I certify that the information I have provided is true and accurate.
Sincerely,
META Jan 20, 6:57 a.m. “How was the support you received from Meta? It’s important for us to know whether we are doing a good job…”
Campbell Jan 20, 6:57 a.m. “Please do not send me surveys as if you have solved this problem. UNTIL YOU SOLVE THE PROBLEM.”
META Jan 20, 9:58 a.m. “I understand how you feel about this. I know the urgency of this matter, and the impact that it would cause you if not resolved right away. As a matter of fact, it is truly a pleasure for me if we get this sorted out and reinstate your advertising features.
The documents that we are asking is vital to have the internal investigation proceed.
Please help us to continue by providing the necessary document. Thank you for contacting Meta Pro Team we wish you and your business well, Have a good day ahead of you!
Thanks, Abby
Campbell Jan 20, 10:21 a.m. “I supplied requested documents yesterday. Did you not receive them?”
Campbell Jan 20, 10:26 a.m. “Here they are again, attached as a pdf file.”
Campbell Jan 20, 10:38 a.m. “I cannot fully express the frustration and sadness I feel after 5 weeks of this runaround. Yesterday I supplied the information you requested. Today I received your notice: “I understand how you feel about this. I know the urgency of this matter, and the impact that it would cause you if not resolved right away. As a matter of fact, it is truly a pleasure for me if we get this sorted out and reinstate your advertising features. The documents that we are asking is vital to have the internal investigation proceed. Please help us to continue by providing the necessary document.” AGAIN, did you not receive what I sent?
META Jan 20, 1:46 p.m. “I understand the urgency of this case for this affects your business. I am writing about your concern regarding Page. Due to the complexity of the issue, our Internal Team needs to review the case further. This requires them to do a critical assessment and analyze the root cause to prevent this from happening again. With that said, we would like to follow-up with you within the next 48 hours. We appreciate your patience on this matter. Your Case ID is 123456789.”
Campbell Jan 20, 1:57 p.m. “Well, I’ve lost count on how many times you’ve said that. It’s been TWO MONTHS since I could access my Z page, and it seems like you guys are just repeating the same words over and over and over. Did you get the letter I sent as per your instructions? If so, what if anything else do you need?”
META Jan 20, 2:23 p.m. “Thank you for your prompt response. I am writing about your concern regarding <ISSUE>. Our Internal Team is still diligently working on the matter as we know that this is utterly important. We apologize for any inconvenience that may have been caused by this delay. Please know that we are working towards a viable resolution. Kindly expect a response in the next 24-48 business hours. For anything else, please do not hesitate to come to us through chat. You may access this link to come to chat with us at https://www.facebook.com/business/help
Thank you for your patience and understanding throughout this process.”
META Jan 21, 1:23 a.m. “We would like to inform you that we have done everything to resolve your issue. The Internal Team has completed their investigation and kindly asks you to perform the following actions as the next step to reach the solution. We hope this information will be useful to you and will proceed with closing the present support request. If any further questions arise, please do not hesitate to reach out to us again via the following link: https://www.facebook.com/business/help. You can also visit Blueprint for useful courses to help reach your advertising goals: https://www.facebook.com/business/learn/courses.Thanks for contacting the Meta Pro Team, we appreciate your feedback.”
Campbell Jan 22, 5 a.m. “OK, sounds good. You said: ” We would like to inform you that we have done everything to resolve your issue. The Internal Team has completed their investigation and kindly asks you to perform the following actions as the next step to reach the solution.”
YOU FAILED to name “the following actions as the next step” — Is this a JOKE?
Campbell Jan 22, 5:33 a.m. “It seems clear to me that no one at META is actually trying to restore my access to my Z pages. I’ve wasted a lot of time trying to meet your ever-changing requirements yet none of my efforts have been acknowledged. After weeks of emails and META lies, I am losing hope that I will ever be able to use my Z pages again. I’ve never had any acknowledgement or explanation of WHY my access to my pages was terminated. But I can assure you, this will not end here. I am going to warn other authors not to advertise on Facebook – apparently once an author advertises and builds up a following, Facebook can take it away without explanation, make a bunch of empty promises about fixing the problem, then fail utterly to communicate intelligently or fix the problem.”
META Jan 22, 8:26 a.m. “Please be advised that this case has already been tagged as closed. We recommend for you to raise another case on our end for us to proceed on your issue. Also, we highly suggest for you to provide the Case ID: 1700280090499765 to our next representative for reference. I hope the above information has been helpful. I will be closing this case now, if by any chance you have encounter an issue or need further assistance, please feel free to initiate a chat support session at the following link: https://facebook.com/business/help Again, thank you for contacting Meta Pro Team! Have a nice day!
Campbell Jan 22, 8:37 a.m. “WHY WAS IT CLOSED? Did you think the problem was solved? Surely not, since you KNOW it is not solved. Are you guys incapable of interacting with me in a timely or agreeable manner? Apparently you are incapable of solving this problem, which Facebook-META CREATED when you cut my access to my account. I’M NOT STARTING OVER. THIS IS THE LAST TIME I will give META a chance to restore my access to Z before going public.”
META Jan 22, 9:10 a.m. “How was the support you received from Meta? It’s important for us to know whether we are doing a good job…”
denelecampbell 