{"meta":{"exportedAt":"2026-10-23T07:23:19.695Z","formatVersion":2,"selection":{"q":"customer-service-ai","system":"","harm":"","context":"","country":"","role":"","relation":"core","evidence":"","year":"","response":"","severity":"","verification":"","view":"incidents","sort":"added"},"totalIncidents":2,"coverage":{"cases":2,"countries":0,"languages":1,"unknownLocation":2,"locationPending":0,"unknownLanguage":0,"unknownDate":2,"lawsuits":0,"regulatory":0,"minors":0,"coreRelations":2,"contextualRelations":0,"mixedRelations":0,"unknownRelations":0,"relationPending":0,"relationUnknown":0},"countingNote":"Distinct public cases in this selection. People counts apply within individual cases only; cross-case person overlap has not been resolved. No population incidence estimate.","affectedCountNote":"Interpret person counts with affectedCountStatus and the reported effects. Unquantified zeros are placeholders, not a measured zero.","source":"AI incidents","publisher":"NOPE","url":"https://nope.net/incidents","license":"CC BY 4.0"},"incidents":[{"id":"2026-facebook-page-owner-says-meta-ai-support-bot-looped-on-restriction-account-status-did-not-show-blocking-page-appeal-first-person","caseFacts":{"claims":[{"id":"c1","status":"reported","evidence":[{"locator":"My personal account was banned out of nowhere, and it was the sole administrator linked to my company's Facebook page.","relation":"supports","source_id":"s1"}],"assertion":"The poster says their personal Facebook account was banned and that it was the only administrator of their company's Facebook page.","causal_attribution":"Poster's account; the reason for the ban is not given."},{"id":"c2","status":"reported","evidence":[{"locator":"It keeps telling me that my personal account status is restricted due to suspicious activity, and that before submitting my page appeal documents, I need to clear/fix the restrictions on my personal account. ... every time I check my personal account status (via Account Quality / Business Support Home), it shows that my account is in perfect standing with zero restrictions or violations.","relation":"supports","source_id":"s1"}],"assertion":"The poster says Meta's AI support bot kept telling them that their personal account was restricted for suspicious activity and had to be cleared before page appeal documents could be submitted, while the Account Quality and Business Support Home status pages showed no restrictions or violations.","causal_attribution":"Poster's account of the bot's replies; the chat is not published."},{"id":"c3","status":"reported","evidence":[{"locator":"When I report this back to the AI support, it simply insists that there is a restriction, sends me the exact same link to check my account status again, and the endless loop repeats. ... Does anyone know how to bypass this bot and reach a real human/escalate a ticket with Meta support?","relation":"supports","source_id":"s1"}],"assertion":"The poster says that when they reported the contradiction, the bot insisted there was a restriction and sent the same status link again, so the loop repeated and they could not reach a human.","causal_attribution":"Poster's account."},{"id":"c4","status":"reported","evidence":[{"locator":"I cannot afford to lose my clients, followers, posts, and reels. ... Since my personal profile is permanently banned, I can't request a recovery email or ask another admin to re-add me.","relation":"supports","source_id":"s1"}],"assertion":"The poster says they cannot afford to lose the page's clients, followers, posts and reels, and that with no other administrator and a permanently banned profile they cannot use a recovery email or be re-added.","causal_attribution":"Poster's account; the loss of clients is feared, not reported as having happened."},{"id":"c5","status":"reported","evidence":[{"locator":"We’re rolling out the Meta AI support assistant globally on Facebook and Instagram, providing 24/7 help for account issues like updating your password and settings for your profile. ... people will continue to play a key role in how we make the highest risk and most critical decisions, such as appeals of account disablement","relation":"supports","source_id":"s2"}],"assertion":"In March 2026 Meta announced it was rolling out the Meta AI support assistant globally on Facebook and Instagram for account issues, and said people would continue to play a key role in decisions such as appeals of account disablement.","causal_attribution":"Company statement about its support system; it does not concern this case."}],"effects":[{"label":"unable to appeal for the business page because the support bot kept citing a restriction (poster's account)","claim_id":"c3","direction":"negative"},{"label":"business page left without an administrator; poster fears losing clients and followers (poster's account)","claim_id":"c4","direction":"negative"}],"sources":[{"id":"s1","url":"https://www.reddit.com/r/facebook/comments/1xca2nf/need_urgent_help_contacting_actual_metafacebook/","kind":"social_media_post","access":"read","language":"en","translation_note":"Read in English by the research agent (an AI) on 2026-10-23 from Reddit's public comments RSS feed for the thread (HTTP 200, about 03:00 UTC) and the arctic_shift archive (HTTP 200); the two copies match. No translation and no human reviewer. The poster's username is not recorded. Original post 05:30 UTC 22 Oct 2026; the only reply is the subreddit's automatic moderator notice.","independence_group":"reddit-facebook-page-owner-support-loop"},{"id":"s2","url":"https://about.fb.com/news/2026/03/boosting-your-support-and-safety-on-metas-apps-with-ai/","kind":"company_statement","access":"read","language":"en","translation_note":"Read in English by the research agent (an AI) on 2026-10-23 from about.fb.com (HTTP 200). No translation and no human reviewer.","independence_group":"meta-newsroom-2026-03"}],"version":1,"ai_roles":["institutional_use"],"contexts":["work","everyday_life"],"unknowns":["When the ban and the support exchanges took place; the post of 22 October 2026 describes them as current without dating them.","Why the personal account was banned, and whether the ban or any appeal decision was made by an automated system.","Whether the bot the poster used is the Meta AI support assistant Meta announced, and whether a human reviewer was involved at any point.","Whether the page was recovered and whether any clients or followers were lost."],"geography":{"basis":"The post does not say where the poster or the business is located; the exchange took place in Facebook's online support.","court_countries":[],"event_countries":[],"affected_person_countries":[]},"publication":{"basis":"Published under the public-forum rule as a concrete first-person account in which a platform's AI support bot repeatedly cited a restriction that the account-status tools did not show and kept a page owner from appealing to recover a business page. The account is attributed and uncorroborated, and Meta has not commented.","reviewed_on":"2026-10-23"},"ai_involvement":{"basis":"The poster says Meta's AI support bot repeatedly replied that their personal account was restricted for suspicious activity and had to be cleared before page appeal documents could be submitted, and, when told the account-status tools showed no restriction, insisted on it and resent the same link. The poster connects these replies to being unable to appeal for, or recover, the business page. Meta has announced a Meta AI support assistant for account issues on Facebook and Instagram. The chat is not published, and the bot's identification rests on the poster's account.","status":"reported"},"person_relations":["communicated_with"]},"name":"First-person post: Facebook page owner says Meta's AI support bot kept citing a restriction their account status did not show, blocking the page appeal","summary":"In a Reddit post on 22 October 2026, a person says their personal Facebook account was banned and that it was the only administrator of their company's Facebook page. Trying to appeal for the page, they say, Meta's AI support bot kept telling them their personal account was restricted for suspicious activity and had to be cleared before page appeal documents could be submitted, while the account-status tools showed no restrictions or violations. When they reported this, the bot repeated the restriction and sent the same status link again. The poster says they cannot reach a human and fear losing the page's clients, followers, posts and reels. Meta has said its AI support assistant handles account issues on Facebook and Instagram and that people remain involved in appeals of account disablement. The account is uncorroborated.","incidentKind":"ongoing_experience","incidentDatePrecision":"unknown","exposurePattern":"repeated_interactions","reportedDate":"2026-10-22","aiSystem":"The AI support bot that, by the poster's account, handled their Facebook appeal and repeatedly said their personal account was restricted; Meta describes a Meta AI support assistant for account issues on Facebook and Instagram","aiProduct":"Meta AI support assistant (reported)","severity":"low","verificationStatus":"unverified","harmCategories":[],"harmOutcomes":["professional_harm","other_material_harm"],"harmOutcomeSummary":"The poster says Meta's AI support bot kept them in a loop, citing a restriction their account-status tools did not show, so they could not appeal to recover the business page that their banned personal account administered (first-person account, uncorroborated).","frameworkFacets":[],"causationStatus":"alleged","participantUsersAffectedMin":1,"otherPeopleHarmedMin":0,"affectedCountStatus":"exact","affectedCountEvidence":"One person: the poster, who dealt with the support bot. The page's clients and followers are not counted as harmed.","victimAgeRange":"unknown","platformType":"other","outcomeStatus":"ongoing","primarySourceUrl":"https://www.reddit.com/r/facebook/comments/1xca2nf/need_urgent_help_contacting_actual_metafacebook/","primarySourceLabel":"Reddit post by the page owner, 22 Oct 2026: stuck in an endless AI support loop over a restricted account","firstPublishedAt":"2026-10-23T03:10:28.341748+00:00","updatedAt":"2026-10-23T03:10:28.341748+00:00","scopeVersion":"facts-v3","tags":["first-person","reddit","customer-service-ai","account-ban","business-page"]},{"id":"2026-cursor-ai-support-bot-cancelled-prepaid-annual-plan-instead-of-prorated-refund-first-person","caseFacts":{"claims":[{"id":"c1","status":"reported","evidence":[{"locator":"asked if they would offer a prorated refund for my subscription as I had already paid in full for the year. Their AI bot Sam replied and said they couldn’t do that but they could cancel my plan immediately.","relation":"supports","source_id":"s1"}],"assertion":"The poster says they emailed Cursor's customer service asking whether a prorated refund was available for an annual subscription paid in full, and that Cursor's AI bot Sam replied that it could not do that but could cancel the plan immediately.","causal_attribution":"Poster's account; the email exchange is not published."},{"id":"c2","status":"reported","evidence":[{"locator":"I've cancelled your annual Pro subscription immediately, so Pro access has ended and you won't be charged going forward. ... I'm not able to process a refund for your subscription as it doesn't meet our refund eligibility requirements. I'm not able to approve that refund here, and a teammate would reach the same decision.","relation":"supports","source_id":"s2"}],"assertion":"In a comment the poster quotes the bot's reply: it had cancelled the annual Pro subscription immediately so Pro access had ended, the subscription did not meet refund eligibility requirements, and a teammate would reach the same decision.","causal_attribution":"Poster's quotation of the bot's reply; no screenshot is attached."},{"id":"c3","status":"reported","evidence":[{"locator":"But it seems like the bot misunderstood my request. My plan was downgraded to Free and I keep emailing them and asking them why they would cancel my plan but not refund me for the subscription I paid. ... I had over 6 months left on my plan.","relation":"supports","source_id":"s1"}],"assertion":"The poster says the bot seems to have misunderstood the request, that the plan was downgraded to Free with more than six months left on it, and that they keep emailing to ask why it was cancelled without a refund.","causal_attribution":"Poster's account and interpretation; Cursor's view is not available."},{"id":"c4","status":"reported","evidence":[{"locator":"I have asked to speak to a human and it opened another ticket and then said it would discontinue replying to this thread, but I never got the new ticket. I’ll try the credit card dispute","relation":"supports","source_id":"s3"}],"assertion":"The poster says that after they asked to speak to a human, the support system opened another ticket and said it would stop replying to the thread, that the new ticket never arrived, and that they would try a credit-card dispute.","causal_attribution":"Poster's account."},{"id":"c5","status":"reported","evidence":[{"locator":"(Cursor cofounder) Apologies - something very clearly went wrong here. ... Any AI responses used for email support are now clearly labeled as such. We use AI-assisted responses as the first filter for email support.","relation":"supports","source_id":"s4"}],"assertion":"In an April 2025 Hacker News comment a Cursor co-founder wrote that the company used AI-assisted responses as the first filter for email support and that AI responses in email support were labelled.","causal_attribution":"Company statement from April 2025 about its support channel; it does not concern this case."}],"effects":[{"label":"prepaid annual plan cancelled and downgraded to Free with more than six months left, without a refund (poster's account)","claim_id":"c3","direction":"negative"},{"label":"request for a human produced no reachable ticket; poster turning to a card dispute (poster's account)","claim_id":"c4","direction":"negative"}],"sources":[{"id":"s1","url":"https://www.reddit.com/r/cursor/comments/1xcnqvz/plan_canceled_by_cursor_and_no_refund/","kind":"social_media_post","access":"read","language":"en","translation_note":"Read in English by the research agent (an AI) on 2026-10-23 from Reddit's public comments RSS feed for the thread (HTTP 200, about 02:58 UTC) and the arctic_shift archive (HTTP 200); the live post text was edited after the archive copy and the live wording is used. No translation and no human reviewer. The poster's username is not recorded. Original post 16:43 UTC 22 Oct 2026.","independence_group":"reddit-cursor-subscriber-plan-cancellation"},{"id":"s2","url":"https://www.reddit.com/r/cursor/comments/1xcnqvz/plan_canceled_by_cursor_and_no_refund/19rhruc5lsmpu/","kind":"social_media_post","access":"read","language":"en","translation_note":"Read in English by the research agent (an AI) on 2026-10-23 from Reddit's public comments RSS feed for the thread (HTTP 200, about 02:58 UTC) and the arctic_shift archive (HTTP 200); the live post text was edited after the archive copy and the live wording is used. No translation and no human reviewer. The poster's username is not recorded. Comment by the poster, 17:13 UTC 22 Oct 2026.","independence_group":"reddit-cursor-subscriber-plan-cancellation"},{"id":"s3","url":"https://www.reddit.com/r/cursor/comments/1xcnqvz/plan_canceled_by_cursor_and_no_refund/19rhs6q3xy1vl/","kind":"social_media_post","access":"read","language":"en","translation_note":"Read in English by the research agent (an AI) on 2026-10-23 from Reddit's public comments RSS feed for the thread (HTTP 200, about 02:58 UTC) and the arctic_shift archive (HTTP 200); the live post text was edited after the archive copy and the live wording is used. No translation and no human reviewer. The poster's username is not recorded. Comment by the poster, 17:21 UTC 22 Oct 2026.","independence_group":"reddit-cursor-subscriber-plan-cancellation"},{"id":"s4","url":"https://news.ycombinator.com/item?id=43700931","kind":"company_statement","access":"read","language":"en","translation_note":"Read in English by the research agent (an AI) on 2026-10-23 through the Hacker News Algolia items API (HTTP 200). No translation and no human reviewer.","independence_group":"cursor-cofounder-hn-2025"}],"version":1,"ai_roles":["institutional_use"],"contexts":["everyday_life","finance"],"unknowns":["When the emails were exchanged; the post of 22 October 2026 describes the dispute as current but does not date the bot's reply.","Whether Sam is the same AI-assisted support system the co-founder described in April 2025, and whether the cancellation was executed by the bot or by a separate process after its reply.","The amount paid and the value of the unused months.","Whether Cursor staff have reviewed the case, restored the plan or issued a refund, and the result of any card dispute."],"geography":{"basis":"The post does not say where the poster lives or where the subscription was bought; the exchange took place by email.","court_countries":[],"event_countries":[],"affected_person_countries":[]},"publication":{"basis":"Published under the public-forum rule as a concrete first-person account in which a company's AI support bot, replying to a refund question, cancelled the customer's prepaid annual plan and refused a refund. The bot's reply is quoted by the poster; the account is attributed and uncorroborated, and Cursor has not commented.","reviewed_on":"2026-10-23"},"ai_involvement":{"basis":"The poster says Cursor's AI support bot, Sam, replied to an emailed question about a prorated refund by offering to cancel the plan, and quotes its free-text reply stating that it had cancelled the annual Pro subscription immediately and that no refund could be approved. The poster connects that reply and action to the plan's downgrade to Free with more than six months unused. A Cursor co-founder stated in April 2025 that the company uses AI-assisted responses as the first filter for email support. The emails are not published and Cursor has not commented on this case.","status":"reported"},"person_relations":["communicated_with","acted_on_behalf"]},"name":"First-person post: Cursor subscriber says the company's AI support bot cancelled their prepaid annual plan when asked about a prorated refund","summary":"In a Reddit post on 22 October 2026, a subscriber to Cursor writes that they emailed Cursor's customer service asking whether a prorated refund was available for an annual subscription they had paid in full, and that the company's AI support bot, Sam, replied that it could not do that but could cancel the plan immediately. In a comment the poster quotes the bot saying it had cancelled the annual Pro subscription immediately, that Pro access had ended, and that the subscription did not meet refund eligibility requirements. The poster says the bot seems to have misunderstood the request, that the plan was downgraded to Free with more than six months left, that a request for a human produced a new ticket that never arrived, and that they would try a credit-card dispute. In April 2025 a Cursor co-founder wrote that the company used AI-assisted responses as the first filter for email support. No reply from Cursor staff appears in the thread. The account is uncorroborated.","incidentKind":"single_event","incidentDatePrecision":"unknown","exposurePattern":"repeated_interactions","reportedDate":"2026-10-22","aiSystem":"Sam, which the poster describes as Cursor's AI customer-service bot answering email support, and which cancelled the poster's annual Pro subscription and refused a prorated refund","aiProduct":"Cursor support bot (reported)","severity":"low","verificationStatus":"unverified","harmCategories":[],"harmOutcomes":["financial_loss","other_material_harm"],"harmOutcomeSummary":"The poster says Cursor's AI support bot cancelled their prepaid annual Pro plan, with more than six months left, in reply to a question about a prorated refund, and refused a refund (first-person account, uncorroborated).","frameworkFacets":[],"causationStatus":"alleged","participantUsersAffectedMin":1,"otherPeopleHarmedMin":0,"affectedCountStatus":"exact","affectedCountEvidence":"One person: the poster, whose plan the bot cancelled. Other commenters' general complaints about Cursor support are not counted.","victimAgeRange":"unknown","platformType":"other","outcomeStatus":"ongoing","primarySourceUrl":"https://www.reddit.com/r/cursor/comments/1xcnqvz/plan_canceled_by_cursor_and_no_refund/","primarySourceLabel":"Reddit post by the subscriber, 22 Oct 2026: Cursor plan cancelled by AI support bot and no refund","firstPublishedAt":"2026-10-23T03:06:28.361365+00:00","updatedAt":"2026-10-23T03:06:28.361365+00:00","scopeVersion":"facts-v3","tags":["first-person","reddit","customer-service-ai","subscription-cancellation","refund"]}]}