On the slim chance that a reader in a similar predicament manages to stumble across this quiet corner of the Internet, here is what I've learned from the whole thing:
Your account is fragile. No matter how established you are, you can be banned from Facebook without warning.
The decision is not final. I got my account back 16 days after the "final" decision. Don't give up.
Facebook uses generic emails. You could probably just copy/paste this email, fake a correspondence using the other generics I've posted, and attach your ID pics. (This hasn't been tested, so use at your own risk.)
Get your friends to email. If nothing else, it'll help you find some familiar names on the admin staff to email.
Facebook admin likes poems. Strange, but true. There's still a lot of untapped space here; I never got into sonnets or free verse.
Facebook admin doesn't like contests. Or toothbrushes. I'm not sure which. Either way, don't waste your time.
If at first you don't succeed, try try again. Your account is only gone for good when you give up the fight.
From: The Facebook Team [appeals+n1jnq1a@facebook.com] Sent: Mon 9/14/2009 7:41 PM Subject: Re: I Am Distressed At The Non-Response
Hi Jeff,
I sincerely apologize for the inconvenience you have experienced. Your account was disabled in error. Your account has been reactivated and you will now be able to log in.
Thanks for contacting Facebook,
Gianna User Operations Facebook
SUCCESS! I finally got my account back on Day 27 of being disabled (a day shy of 4 weeks)!
I felt it appropriate to send a final email to FB admin:
Thanks for providing this information. At this time, we cannot verify the ownership of the account. Please reply to this email with a scanned image of a government-issued photo ID (e.g., driver's license) in order to confirm your ownership of the account. Please black out any personal information that is not needed to verify your identity (e.g., social security number). Rest assured that we will permanently delete your ID from our servers once we have used it to verify the authenticity of your account.
Additionally, please include all of our previous correspondence so that we can refer to your original email. Once we have received this information, we will reevaluate the status of the account. We apologize for any inconvenience this may cause.
Thanks for contacting Facebook,
Gianna User Operations Facebook
I debated whether to raise a fuss about the whole government ID thing, but at 3 1/2 weeks I decided not to press my luck. I replied with 3 photos of my ID. Would it do the trick?
This is a sample exchange that has occurred between a friend of mine and a Facebook administrator. Multiple people have contacted me stating that they have had similar responses:
Hi Johanna,
I was forwarded the below exchange by a friend of mine who messaged you on my behalf. Please look into this as soon as possible.
If you need any additional information not provided in the 14 general emails I have already sent to Facebook Appeals over the past 3 weeks or the emails that I have sent to the various FB admin members who have yet to respond, please let me know.
Thank you, Jeffrey G*****
---------------- Forwarded Message ---------------- From: The Facebook Team Date: Mon, Sep 7, 2009 10:06 PM Subject: Re:
Hi Brandi,
Please tell the person to contact us again and we will look in the issue.
"Unfortunately, we cannot take any action on or release any information regarding a user's account until we receive correspondence from the account holder. Sorry for any inconvenience this security policy may cause."
I know for a fact this user has contacted you at least 14 times, and yet you've called him a fake account and told him that you're indefinitely banning his account. I find it ridiculous that not only has he provided you with evidence that he's real, but that real people are messaging you on his behalf and you STILL consider him a fake.
You need better customer service, and you need to correct your appeals process because a person who messages you 14 times with legitimate proof that they are a real account should not be told otherwise.
Utterly disappointed, -Brandi *****
On Mon, Sep 7, 2009 12:44 AM, The Facebook Team wrote: > Hi Brandi, > >We appreciate your email. Unfortunately, we cannot take any action on or >release any information regarding a user's account until we receive >correspondence from the account holder. Sorry for any inconvenience this >security policy may cause. > >If you would like us to look into this issue, please tell this person to view >Facebook's Help Center: > >http://www.facebook.com/help.php > >They can take the appropriate steps from here to receive additional support. We >also apologize for the delay if the user in question has already contacted us. >Please note that all inquiries are placed in a queue and responded to >accordingly. Writing in multiple times on behalf of this user will not result >in a faster response. > >Thanks for your understanding, > >Johanna >User Operations >Facebook > > > >-----Original Message to Facebook----- >To: disabled@facebook.com (disabled@facebook.com) >Subject: > >To Whomever This May Concern: > >It has come to my attention that you have been unjustly banning accounts >stating that they're fake. My boyfriend of over a year, Jeff G*****, was one >of these accounts. You sent him this message: > >"Fake accounts are a violation of our Statement of Rights and >Responsibilities. >Facebook requires users to provide their real first and last names. >Impersonating anyone or anything is prohibited. Unfortunately, we will not be >able to reactivate this account for any reason. This decision is final." > >Seeing as he has belonged to two networks that need email verification and that >I know him personally, I know for a fact that he is impersonating no one, and >that he is by no means a fake account. There is someone on a certain >application that is maliciously reporting people for being a fake account, and >you have failed at actually investigating these reports. > >I think you need to reinstate this account because while you say this decision >is final, the decision is also based on faith in false information. Seeing as >he's done nothing wrong you need to reinstate the account and stop banning >people from the site with little to no investigation. > >Awaiting your generated reply, > >- Brandi ***** >-----End Original Message to Facebook-----
I have responded to each administrator's message forwarded to me informing them that, yes, I have indeed contacted Facebook.
Tomorrow is the 3 week anniversary of my ban! To commemorate the terrible mistake made on that day, I have written you the following acrostic poem:
Far too long have I been banned, After 11 days of silence, Came a shocking message saying I was fake, Even after 4 1/2 years of membership. But one can see that this is wrong, Only a quick glance can show the truth, One need only count the networks to Know that I am real.
Admit your follies, oh great admin! Decide to do what's just: Mistakes have been made, but don't hide them. Instead right the wrongs, and move forward. Never again should this happen to account.
As always, I maintain that I have done nothing wrong, nor have I broken Facebook's TOS, and I am realer than real can be.
Thank you for the 15th time, Jeffrey "R.E.A.L." G*****
It seems that I'm getting quite a collection of FB admin emails. I wonder how long before I get them all?
Today I'm hosting a very special trivia contest! The Facebook administrator who can get the most questions right in the least amount of time wins a BRAND NEW TOOTHBRUSH!
Since the questions are rather difficult, I will be providing hints as well. Here are the questions:
1. In the movie Citizen Kane, what is Rosebud? (HINT: Not part of a flower.)
2. Who is the only United States president to serve more than 2 terms? (HINT: Not Teddy Roosevelt.)
3. TRUE OR FALSE: The Facebook account registered to jeffrey.g****@****.edu is a legitimate account owned by a real person? (HINT: Not false.)
Get your answers in quickly before someone else claims the prize!
Oh, and I started a blog about our relationship, aptly named "The Facebook Experience." Please check it to ensure that all the information is accurate. I will assume that no response means you have no objections. http://thefacebookexperience.blogspot.com
Thank you for the fourteenth time, Jeffrey "Quizmaster" G****
It was now time to start the daily emails again and start working on this blog.
Just for fun, I thought I'd try a little experiment:
Sent: Tuesday, September 01, 2009 10:30 PM
To: 'appeals@facebook.com'; 'disabled@faceboook.com'
Cc: 'appeals+n1jnq1a@facebook.com'; 'appeals+ny1bss1@facebook.com'; 'appeals+d1udo1b@facebook.com'; 'appeals+ncc30mn@facebook.com'
Subject: Still Distressed, Never Satisfied
Greetings, Facebook admin:
As you clearly know me by now, and we appear to be entering into a long-term relationship, I am switching to a private server rather than continuing to use my school’s email.
I have am still very, very dissatisfied with your site’s administration, and have decided to share my negative experiences with other Facebook users to caution them about what lurks behind the shadows on the site. I should have the link for you in the next couple days so that you can be assured that all the information is accurate.
In the meantime, I have written you another poem, as my previous one is what finally elicited a response from your team:
Facebook admin has Made an error in judgement Please correct it now.
As always, I maintain that I have done nothing wrong and have not broken Facebook’s TOS in any way. In addition, I am me and I exist.
Thank you for the lucky thirteenth time,
Jeffrey G****
PS: Have a nice day!
The reply:
From: appeals+d2wp61y@facebook.com [mailto:appeals+d2wp61y@facebook.com]
Sent: Wednesday, September 02, 2009 5:03 AM
Subject: Re: Still Distressed, Never Satisfied
Hi,
The email address from which you are writing is not associated with a Facebook account. We will not be able to assist you with your request until you respond from the email address that you use to log in to your account.
When you respond, be sure to write your login email address in the subject line and include all of our previous correspondence so that we can refer to your original inquiry.
If you are unable to access your login email address, please visit http://www.facebook.com/help.php?page=746.
Thanks,
The Facebook Team
Ok, the experiment failed. But I did reply to him with all the previous emails, which catches us up to today! I'll keep you posted!
12 days, 11 emails, nothing but bot-generated responses, and they have the gall to turn around and hit me with this crap? Seriously? Did they read the second post on this blog? (Ok, maybe that post didn't exist on Monday, but they have access to all that info and more on their servers.)
I finally lost my cool. But, considering myself the bigger man, I at least attempted to keep my reply civil. Here's how it turned out:
You thank me for understanding. I do not understand. The suggestion that my account was fake is absolutely ludicrous, and I do not pretend to understand the ludicrous.
I have been a member of Facebook for over 4.5 years. In that time, I have been a member of two networks, BOTH using a verified email address issued by a school network. In BOTH instances, the verified email addresses have contained my last name and first initial, with the second email containing my full first name. The name on those verified email addresses match the name on my account PERFECTLY.
In addition, I have been tagged in numerous pictures spanning multiple years by multiple different users, many of whom do not know each other. All of these users clearly agree that I am me, and I exist. In addition, my university has "tagged" me in their yearbook, under a name that matches my FB name--and emails--perfectly. As holographic technology has not yet progressed to the point for a 3D clone of me to pose for pictures, Occam's Razor states that I am probably me.
As I have stated in NUMEROUS previous emails, I was banned along with 8 other accounts from the FBM application after a user or group of users falsely reported us all as fake accounts. Two of us were moderators of the application. The other moderator, who has been a legitimate Facebook user for years, was forced to scan government-issued identification into the computer before his account was returned without an admission of error. This customer service is absolutely shocking.
With all due respect, I highly suspect that a child could see the connection here. Even before learning to read, I am confident that a child could match the symbols in a name to the symbols in an email address or in a yearbook. I am also confident that the same child could identify the same face in multiple pictures. The only doubt I have in a child's ability is to make the connection in the preceding paragraph. Thankfully, you and I can use our adult faculties to make that connection.
You say the decision is final. I say that only your decision is final. My decision is not final.
My decision is to continue emailing you daily to inform you of this grave error you have made. My decision is to continue appealing, not for one account, but for a recognition of what is just, because justice is always worth appealing.
My decision is to share my experience with as many Facebook users as possible, because they deserve to know the truth behind Facebook's customer service. Thank you for helping me to understand how Facebook admin really operates. I hope to pass that understanding on to many, many others.
As always, I maintain that I have done nothing wrong, and that I have not broken Facebook's TOS. Also, I am me and I exist. I will continue to email you daily, because in STARK contrast to the canned replies generated by a Facebook robot, I am a living, breathing, existing being with a name that matches my account.
Thank you for the twelfth (but not the last) time, Jeffrey "This Is My Real Name" G****
Condescending? Check! Sarcastic? Check! Witty? I think so, but I'm biased. Civil? Well, there's no obscenities, which IMO is pretty darn good under the circumstances.
After 11 days of strategic thought, I finally realized that there's only one way to reach the cold, metal heart of an email bot: a beautiful poem!
Excited at this new prospect, I hurried to email one to Facebook admin:
Sent: Sun 8/30/2009 7:38 PM
To: disabled@facebook.com; appeals@facebook.com
Subject: A Humble Poem From A Disabled Account
To Facebook admin:
I have been emailing you for the past week and a half concerning your unannounced disabling of the account registered to this address. In that time, I have received three identical, generalized form responses that provided no real information.
After careful consideration, I have come to the conclusion that the dry, generic responses are a result of a lack of variation and entertainment in my own messages.
Thus, I offer you this humble poem:
"Facebook admin, my heart pines for you,
Facebook admin, please say that it's true
That you'll strive to be fair, in all that you do
To return my account, for without it I am blue.
Show us all that you have more order than a zoo!
Oh Facebook admin, my account please renew."
Please respond, in verse if possible, explaining why my account was ninja banned along with 8 others (most of which have been restored already), and letting me know if there's any more information I can give you. 5 points if you write a sonnet.
As always, I maintain that I have done nothing to warrant this ban.
Thank you for the tenth time,
Jeffrey "Verse Master" G*****
I checked my inbox a little later, and VOILA! A new message!
From: appeals+n1jnq1a@facebook.com [mailto:appeals+n1jnq1a@facebook.com]
Sent: Monday, August 31, 2009 6:54 PM
Subject: Re: I Am Distressed At The Non-Response
Hi,
Fake accounts are a violation of our Statement of Rights and Responsibilities. Facebook requires users to provide their real first and last names. Impersonating anyone or anything is prohibited.Unfortunately, we will not be able to reactivate this account for any reason. This decision is final.
My new approaches didn't seem to be working, so I went back to generic emails while I thought of a new plan. I'll include them here, but feel free to skip them.
Sent: Mon 8/24/2009 10:47 PM To: disabled@facebook.com; appeals@facebook.com Subject: I Am Distressed At The Non-Response
To whom it may concern:
Five days ago, my account was disabled without warning. Since then, I have sent multiple emails requesting some sort of response, notification, indication of why I was disabled, or any signs of life whatsoever. In return I have received a single, generic, vague response, no doubt generated by a computer.
I have explained that I am a moderator for a Facebook application, and that my account was reported by a disgruntled player. I have linked Facebook to a list of 8 players who were all disabled in the past two weeks, all due to the same disgruntled party. None of these accounts violated Facebook's TOS, and I am shocked that Facebook did not even look at the claims before disabling the accounts.
I have attempted to call Facebook support, but I received a pre-recorded message informing me to use the unresponsive email support. Facebook's lack of response is far more upsetting than the account deletion itself. This is the worst customer I have ever received from a business, and I have dealt with businesses renowned for poor customer service.
As always, I maintain that I have not broken Facebook's TOS in any way, and request that you fix the error by reinstating my account.
Thank you for the eighth time,
Jeffrey G*****
And
Sent: Sun 8/30/2009 6:12 PM To: disabled@facebook.com; appeals@facebook.com Subject: Still Waiting For A Response
To whom it may concern:
Over a week and a half ago, my account was disabled without warning. Since then, I have sent multiple emails requesting some sort of response, notification, indication of why I was disabled, or any signs of life whatsoever. In return I have received a three, generic, vague responses, no doubt generated by a computer.
I have explained that I am a moderator for a Facebook application, and that my account was reported by a disgruntled player. I have linked Facebook to a list of 8 players who were all disabled in the past two weeks, all due to the same disgruntled party. None of these accounts violated Facebook's TOS, and I am shocked that Facebook did not even look at the claims before disabling the accounts.
I have attempted to call Facebook support, but I received a pre-recorded message informing me to use the unresponsive email support. Facebook's lack of response is far more upsetting than the account deletion itself. This is the worst customer I have ever received from a business, and I have dealt with businesses renowned for poor customer service.
As always, I maintain that I have not broken Facebook's TOS in any way, and request that you fix the error by reinstating my account.
Mildly annoyed at dealing with bots, and anxious to find any signs of life at all in the Facebook admin, I decided to contact the Better Business Bureau. That way, I'd know that someone would be physically contacted at the company. Plus, I personally felt that Facebook could try a bit harder to be a better business.
Being the sporting guy that I am, I gave Facebook a heads-up first:
Sent: Sun 8/23/2009 2:09 AM
To: disabled@facebook.com Cc: appeals@facebook.com
Subject: I Am Distressed At The Non-Response
To whom it may concern:
Four days ago, my account was disabled without warning. Since then, I have sent 5 emails requesting some sort of response, notification, indication of why I was disabled, or any signs of life whatsoever. In return I have received a single, generic, vague response, no doubt generated by a computer.
I have attempted to call Facebook support, but I received a pre-recorded message informing me to use the unresponsive email support. Facebook's lack of response is far more upsetting than the account deletion itself. This is the worst customer I have ever received from a business, and I have dealt with businesses renowned for poor customer service.
I am very, very disheartened by the virtual nonexistence of Facebook's customer service. If I do not receive a response or resolution on my account within the next 20 hours, I will file a claim with the Better Business Bureau. As this Bureau directly contacts companies, at least I can take solace in the knowledge that someone at Facebook will physically receive my complaint.
As always, I maintain that I have not broken Facebook's TOS in any way, and request that you fix the error by reinstating my account.
Thank you for the sixth time,
Jeffrey G*****
No reply. I guess the BBB didn't bother them. Maybe I just wasn't emailing the right addresses:
Sent: Sun 8/23/2009 3:48 PM
To: disabled@facebook.com; appeals@facebook.com; disabled@facebook.com; disabled@facebook.com; disabled@facebook.com; disabled@facebook.com; disabled@facebook.com; disabled@facebook.com; disabled@facebook.com; disabled@facebook.com; disabled@facebook.com; disabled@facebook.com; disabled@facebook.com Cc: info@facebook.com; login@facebook.com; abuse@facebook.com; privacy@facebook.com
Subject: FW: I Am Distressed At The Non-Response
To whom it may concern:
Four days ago, my account was disabled without warning. Since then, I have sent 5 emails requesting some sort of response, notification, indication of why I was disabled, or any signs of life whatsoever. In return I have received a single, generic, vague response, no doubt generated by a computer.
I have explained that I am a moderator for a Facebook application, and that my account was reported by a disgruntled player. I have linked Facebook to a list of 8 players who were all disabled in the past two weeks, all due to the same disgruntled party. None of these accounts violated Facebook's TOS, and I am shocked that Facebook did not even look at the claims before disabling the accounts.
I have attempted to call Facebook support, but I received a pre-recorded message informing me to use the unresponsive email support. Facebook's lack of response is far more upsetting than the account deletion itself. This is the worst customer I have ever received from a business, and I have dealt with businesses renowned for poor customer service.
I am very, very disheartened by the virtual nonexistence of Facebook's customer service. If I do not receive a response or resolution on my account within the next 6 hours, I will file a claim with the Better Business Bureau. As this Bureau directly contacts companies, at least I can take solace in the knowledge that someone at Facebook will physically receive my complaint.
As always, I maintain that I have not broken Facebook's TOS in any way, and request that you fix the error by reinstating my account.
Thank you for the seventh time,
Jeffrey G****
And it worked! I got a reply!
-----Original Message-----
From: abuse+ncc30mn@facebook.com [mailto:abuse+ncc30mn@facebook.com]
Sent: Sunday, August 23, 2009 4:03 PM
Subject: Re: I was mistakenly disabled.
Hi Jeff,
Thank you for your email. Unfortunately, we do not offer support for disabled accounts from this email alias. Please visit Facebook's Help Center to view frequently asked questions regarding disabled accounts. You can reach this section by clicking the link below:
http://www.facebook.com/help.php?page=45
From there, you will be able to take any necessary steps to receive additional support.
Thanks for contacting Facebook,
Oliver
User Operations
Facebook
Or not. But hey, I did learn two things from this:
There are real people at Facebook.
They only work for the abuse email.
Following this, I did indeed contact the Better Business Bureau. Sadly, I do not have a copy of the claim for you, but it basically echoed the sentiments in my emails. At the end of the report, I added that the ideal resolution would including restoring the deleted accounts, issuing an apology, and revising their customer service policy to better serve Facebook users in the future.
