Facebook is notorious for being slow to respond to users whose accounts have been hacked — if the company responds at all. However, that situation becomes even more dire when these users are banned from the platform because of the actions of bad actors. That’s what happened recently to a small business owner in Tampa, FL, whose account was permanently disabled because a hacker posted an ISIS flag on his page.

According to Jared Sanchez, he received a message out of the blue in late September that said his Instagram and Facebook accounts had been disabled because of terrorist activity. That’s when Sanchez discovered that he had been hacked by cybercriminals who had also attempted to purchase ads under his name. However, when Sanchez attempted to contact the company, nobody responded to him. And when Facebook finally did get back to him, it was only to inform him that his ban was still in effect.

“Nobody answered. Come December 7, I got another message from Facebook saying, ‘We’ve reviewed your account, and our decision still stands,'” he said. “There’s no communication. I’m giving up. I’m giving up hope.”

Thankfully, after his story made the news, Sanchez finally got his account back. However, it shouldn’t take public attention for Facebook to help out hacking victims.

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