There’s no denying that Facebook is effective at certain measures to protect users. For instance, according to a report this week from Cybernews, Facebook has deleted about 27.67 billion fake accounts since October 2017 — almost four times more than the population of the planet. However, many real people who experience problems on the platform have a hard time getting in touch with the company to take action.

For years, Facebook users who have been hacked or otherwise compromised have complained that the company offers little in the way of support to help them. And those issues have seemingly gotten worse since the social media giant cut back on some of its staff in these areas.

“Based on the consumer reviews, it appears that Meta’s handling of the user appeal process is inconsistent. Some users express frustration with their accounts being compromised and their appeals going unanswered or unresolved promptly. The lack of timely assistance in situations involving hacked accounts raises concerns about Meta’s customer support,” the CEO and co-founder of consumer advocacy site PissedConsumer.com, Michael Podolsky, told Cybernews.

Additionally, Facebook has prioritized implementing artificial intelligence over real human customer service reps, which means it’s almost impossible to get a person to help if an issue occurs. Unfortunately, the company doesn’t have much incentive to change this, so hacked users may have to adjust to this challenging reality.

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