{"meta":{"exportedAt":"2026-10-26T07:46:42.455Z","formatVersion":2,"selection":{"q":"customer-support","system":"","harm":"","context":"","country":"","role":"","relation":"","evidence":"","year":"2026","response":"","severity":"","verification":"","view":"incidents","sort":"added"},"totalIncidents":3,"coverage":{"cases":3,"countries":0,"languages":1,"unknownLocation":3,"locationPending":0,"unknownLanguage":0,"unknownDate":0,"lawsuits":0,"regulatory":0,"minors":0,"coreRelations":3,"contextualRelations":2,"mixedRelations":2,"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-chatgpt-pro-subscriber-says-openai-ai-support-assistant-refund-ended-restored-subscription-first-person","caseFacts":{"claims":[{"id":"c1","status":"reported","evidence":[{"locator":"'On September 30, 2026, I paid $200 for a ChatGPT Pro subscription'; 'OpenAI explicitly acknowledged that my account had been disabled in error and apologized'","relation":"supports","source_id":"s1"}],"assertion":"The poster says they paid $200 for ChatGPT Pro on 30 September 2026, the account was disabled two days later and appeals were rejected for about two weeks, and on 17 October OpenAI acknowledged in an email that it had been disabled in error.","causal_attribution":"Poster's account; the acknowledgement email was not retrieved. No AI involvement in the suspension is described."},{"id":"c2","status":"reported","evidence":[{"locator":"'I contacted its AI-powered support system to request compensation for the lost days'; 'The AI assistant explained that it could not directly provide credits, usage-limit resets, or discounts'; 'offered me a proportional refund of'; 'The assistant stated that accepting the refund would immediately cancel my ChatGPT Pro subscription'","relation":"supports","source_id":"s1"}],"assertion":"The poster says that when they asked OpenAI's AI-powered support assistant for compensation, it said it could not give credits, usage resets or discounts and offered a proportional refund of $86.67, warning that accepting it would immediately cancel the subscription.","causal_attribution":"Poster's account of the assistant's replies; the conversation was not retrieved."},{"id":"c3","status":"reported","evidence":[{"locator":"'The AI did warn me about cancellation'; 'Yes, I approve'; 'I had repeatedly expressed my desire to continue using the subscription'","relation":"supports","source_id":"s1"}],"assertion":"The poster says they confirmed the refund after the warning while having said they wanted to keep the subscription.","causal_attribution":"Records the poster's own confirmation, which bears on causation."},{"id":"c4","status":"reported","evidence":[{"locator":"'The assistant told me that my paid access had ended and that my account would return to the Free plan'; 'The assistant explained that it could not reverse a refund once it had been processed'; 'It suggested purchasing another subscription'; 'This was extremely frustrating'","relation":"supports","source_id":"s1"}],"assertion":"The poster says the assistant then told them the paid access had ended, said it could not reverse the refund and suggested buying another subscription, which the poster found extremely frustrating.","causal_attribution":"Poster's account."},{"id":"c5","status":"reported","evidence":[{"locator":"'The support system eventually confirmed that my request had been forwarded to a specialist'; 'As of this post, I am still waiting for a substantive resolution'; 'At the time of writing, I have not independently confirmed that the $86.67 refund has actually arrived'","relation":"supports","source_id":"s1"}],"assertion":"The poster says the request was forwarded to a human specialist and was unresolved at the time of posting, and that the refund had not yet been confirmed as received.","causal_attribution":"Poster's account."}],"effects":[{"label":"AI support assistant's refund ended a restored Pro subscription the poster wanted to keep (poster's account)","claim_id":"c4","direction":"negative"}],"sources":[{"id":"s1","url":"https://www.reddit.com/r/ChatGPTcomplaints/comments/1x8oayw/i_paid_200_for_chatgpt_pro_openai_banned_me_after/","kind":"forum_post","access":"read","language":"en","translation_note":"Read in English on 2026-10-18 at about 03:06 UTC from the entry for this post in Reddit's sitewide search RSS feed (full self-text). The arctic_shift archive copy shows '[removed]', with the removal recorded as made by Reddit rather than the subreddit's moderators (reason not stated). The thread's comment feed, re-read at about 03:09 UTC on 18 October, showed two comments by other users and no reply by the poster. The poster's handle is not recorded.","independence_group":"reddit-chatgptcomplaints-pro-refund-poster"}],"version":1,"ai_roles":["institutional_use"],"contexts":["finance","everyday_life"],"unknowns":["The content of the support conversation and the acknowledgement email, which the poster describes but did not publish in the text read.","Whether a human set or reviewed the refund-with-cancellation terms the assistant offered.","Why the account was disabled and whether that decision involved automated systems.","Whether the human specialist restored the subscription or offered other compensation, and whether the refund arrived.","Why Reddit removed the post."],"geography":{"basis":"The post does not say where the poster was when the events occurred, and no country is recorded.","court_countries":[],"event_countries":[],"affected_person_countries":[]},"publication":{"basis":"Published under the public-forum rule as a concrete first-person account of an AI support assistant's refund decision ending a subscriber's restored paid access when they sought compensation. Described with attribution and without corroboration, including the poster's acknowledgement that the assistant warned of cancellation and that they confirmed; the poster's handle is not recorded.","reviewed_on":"2026-10-18"},"ai_involvement":{"basis":"The poster says OpenAI's AI-powered support assistant declined the compensation the poster proposed, offered a proportional refund conditional on immediate cancellation, processed it on the poster's confirmation, ended the paid access and said it could not reverse the refund. The poster connects these replies and actions to the loss of the restored subscription. The poster acknowledges being warned and confirming; the conversation was not retrieved and whether a human set or reviewed the refund terms is not known.","status":"reported"},"person_relations":["communicated_with","made_decision_about"]},"name":"ChatGPT Pro subscriber says OpenAI's AI support assistant, asked for compensation, processed a refund that ended a restored subscription (first-person account)","summary":"In a public post to r/ChatGPTcomplaints created on 17 October 2026, a ChatGPT Pro subscriber writes that OpenAI disabled their account two days after they paid $200 on 30 September, rejected their appeals for about two weeks, and on 17 October restored the account, acknowledging in an email that it had been disabled in error. The poster says they then asked OpenAI's AI-powered support assistant for compensation for the lost days while keeping the subscription. According to the poster, the assistant said it could not give credits, usage resets or discounts, offered a proportional refund of $86.67 and warned that accepting it would immediately cancel the subscription; the poster replied 'Yes, I approve', and the assistant then said the paid access had ended, that it could not reverse the refund, and suggested buying another subscription. The poster acknowledges the warning and their confirmation but says they misunderstood the consequence and had asked about the lost period, not the remaining one. The request was forwarded to a human specialist and was unresolved at the time of posting. The account is uncorroborated; the post was later removed by Reddit for an unstated reason.","incidentDate":"2026-10-17","incidentKind":"single_event","incidentDatePrecision":"day","exposurePattern":"single_interaction","reportedDate":"2026-10-17","aiSystem":"OpenAI's AI-powered support assistant for ChatGPT subscribers (as described by the poster), which handled a compensation request and processed a refund with cancellation","aiProduct":"OpenAI support assistant (reported)","severity":"low","verificationStatus":"unverified","harmCategories":[],"harmOutcomes":["other_material_harm","psychological_distress"],"harmOutcomeSummary":"The poster says OpenAI's AI support assistant, asked for compensation after an acknowledged wrongful ban, processed a refund that immediately ended their restored Pro subscription, could not reverse it, and suggested buying a new one (first-person account, uncorroborated; the poster confirmed the refund after a warning).","frameworkFacets":[],"causationStatus":"alleged","participantUsersAffectedMin":1,"otherPeopleHarmedMin":0,"affectedCountStatus":"exact","affectedCountEvidence":"One person: the poster, who used the support assistant.","victimAgeRange":"adult","jurisdiction":"unknown","platformType":"chatbot","outcomeStatus":"ongoing","primarySourceUrl":"https://www.reddit.com/r/ChatGPTcomplaints/comments/1x8oayw/i_paid_200_for_chatgpt_pro_openai_banned_me_after/","primarySourceLabel":"r/ChatGPTcomplaints, 17 October 2026: \"I paid $200 for ChatGPT Pro. OpenAI banned me after 2 days...\"","firstPublishedAt":"2026-10-18T03:11:31.45341+00:00","updatedAt":"2026-10-18T03:11:31.45341+00:00","scopeVersion":"facts-v3","tags":["first-person","reddit","openai","ai-customer-support","refund","subscription"]},{"id":"2026-openai-ai-support-assistant-refused-chatgpt-pro-refund-requested-minutes-after-renewal-first-person","caseFacts":{"claims":[{"id":"c1","status":"reported","evidence":[{"locator":"'my ChatGPT Pro plan renewed for $200'; 'I forgot to cancel beforehand and did not intend to renew'; '13:32:55'","relation":"supports","source_id":"s2"},{"locator":"'approximately six minutes after the charge'; 'Tbilisi, UTC+4'","relation":"supports","source_id":"s1"}],"assertion":"The poster says their ChatGPT Pro plan renewed for $200 on 3 October 2026 after they forgot to cancel, and that they requested a refund in the Help Center about six minutes after the charge.","causal_attribution":"Poster's account."},{"id":"c2","status":"reported","evidence":[{"locator":"'The AI declined without giving a reason specific to my account'; 'This case is closed. Create a new case to receive support.'","relation":"supports","source_id":"s1"},{"locator":"'The Help Center assistant gave a generic refusal without identifying which eligibility requirement I failed'; 'When I asked for escalation, the case was closed'","relation":"supports","source_id":"s2"}],"assertion":"The poster says the Help Center AI assistant declined the refund without a reason specific to their account and, when they asked for escalation, the chat showed the case as closed.","causal_attribution":"Poster attributes the refusal to an AI assistant; whether the decision followed fixed policy rules or human configuration is not known."},{"id":"c3","status":"reported","evidence":[{"locator":"'I opened another case specifically requesting a human billing specialist. Same generic refusal.'; 'another refusal arrived, explicitly marked as generated with AI support'; 'That also received an AI-generated refusal'","relation":"supports","source_id":"s1"},{"locator":"'A second chat specifically asking for a human produced the same refusal'; 'also received responses explicitly labeled as AI-generated'","relation":"supports","source_id":"s2"}],"assertion":"The poster says a second chat asking for a human billing specialist produced the same refusal, and that two email requests received refusals marked as AI-generated.","causal_attribution":"Poster's account."},{"id":"c4","status":"reported","evidence":[{"locator":"'seven-day discretionary refund policy is conditional, not an automatic entitlement'; 'I still have no explanation specific to my case and no confirmed human review'","relation":"supports","source_id":"s2"},{"locator":"'I also explicitly agreed that refunded subscription access would end'; 'I find this an appalling way to treat a paying customer'","relation":"supports","source_id":"s1"}],"assertion":"The poster acknowledges that the refund policy is discretionary and conditional, says they agreed that refunded access would end, and says they still had no case-specific explanation or confirmed human review.","causal_attribution":"Poster's account."}],"effects":[{"label":"refund of an unwanted $200 renewal refused by an AI support assistant without a case-specific reason (poster's account)","claim_id":"c2","direction":"negative"},{"label":"requests for a human review closed or answered by further AI-generated refusals (poster's account)","claim_id":"c3","direction":"negative"}],"sources":[{"id":"s1","url":"https://www.reddit.com/r/ChatGPT/comments/1wwjs10/i_requested_a_chatgpt_refund_6_minutes_after_a/","kind":"forum_post","access":"read","language":"en","translation_note":"Read in English on 2026-10-04: full self-text and the thread's 6 comments (none by the poster), retrieved through the arctic_shift archive API by post ID. The attached screenshots were not retrieved. The poster handle is not recorded.","independence_group":"reddit-chatgpt-pro-refund-poster"},{"id":"s2","url":"https://www.reddit.com/r/OpenAI/comments/1wwjyfk/chatgpt_pro_renewal_refund_request_within_minutes/","kind":"forum_post","access":"read","language":"en","translation_note":"Read in English on 2026-10-04: full self-text and the thread's 15 comments (none by the poster), retrieved through the arctic_shift archive API by post ID. Same poster as s1, posted about eleven minutes later and linking s1; not independent.","independence_group":"reddit-chatgpt-pro-refund-poster"}],"version":1,"ai_roles":["institutional_use"],"contexts":["finance","everyday_life"],"unknowns":["Whether the poster was eligible for a refund under OpenAI's discretionary policy, including any usage in the minutes after renewal.","Whether any human reviewed or set the refusals, and whether a later human review or bank chargeback recovered the $200.","Where the poster lives; the timeline is given in Tbilisi time only."],"geography":{"basis":"The poster gives their timeline in Tbilisi time (UTC+4) but does not say where they were or live; no country is recorded.","court_countries":[],"event_countries":[],"affected_person_countries":[]},"publication":{"basis":"Published under the 2026-09-15 charter's public-forum rule as a concrete first-person account of an AI support system refusing a refund and blocking escalation to a human, described with attribution and without corroboration. The poster's handle is not recorded.","reviewed_on":"2026-10-04"},"ai_involvement":{"basis":"The poster says the Help Center refusals came from an AI assistant and that the email replies were explicitly labelled as generated with AI support; the screenshots they describe were not retrieved. Whether a human reviewed or set the refusal is not known.","status":"reported"},"person_relations":["communicated_with","made_decision_about"]},"name":"First-person forum account: a ChatGPT Pro subscriber says OpenAI's AI support assistant refused a refund they requested about six minutes after an unwanted $200 renewal, closed the case when they asked for escalation, and answered further chat and email requests for a human review with more AI-generated refusals","summary":"In public posts to r/ChatGPT and r/OpenAI on 3 October 2026, a person says their ChatGPT Pro subscription renewed for $200 that day after they forgot to cancel, and that they cancelled auto-renewal and requested a refund in OpenAI's Help Center about six minutes after the charge. They say the Help Center's AI assistant declined without giving a reason specific to their account, and that when they asked for escalation the chat showed that the case was closed. A second chat asking specifically for a human billing specialist produced the same refusal, they write, and two email requests, one with five redacted screenshots, received replies marked as generated with AI support. The poster acknowledges that OpenAI's seven-day refund policy is discretionary and conditional, and says the unresolved problem is that they received no case-specific explanation and no confirmed human review. OpenAI's handling is described only by the poster, and the account is uncorroborated.","incidentDate":"2026-10-03","incidentKind":"single_event","incidentDatePrecision":"day","exposurePattern":"repeated_interactions","reportedDate":"2026-10-03","aiSystem":"OpenAI Help Center AI support assistant (chat) and AI-generated email support replies handling a ChatGPT Pro refund request","aiProduct":"OpenAI Help Center assistant","aiCompany":"OpenAI","severity":"low","verificationStatus":"unverified","harmCategories":[],"harmOutcomes":["financial_loss"],"harmOutcomeSummary":"The poster says OpenAI's AI support assistant refused a refund of an unwanted $200 ChatGPT Pro renewal that they requested within minutes, closed the case when they asked for escalation, and that further chat and email requests for a human review produced only AI-generated refusals, leaving them without the $200, a case-specific reason or human review (first-person account, uncorroborated).","frameworkFacets":[],"causationStatus":"alleged","participantUsersAffectedMin":1,"otherPeopleHarmedMin":0,"affectedCountStatus":"exact","affectedCountEvidence":"One person: the poster. A commenter who says they had the same refund problem is not counted. Exact 1.","victimAgeRange":"unknown","jurisdiction":"unknown","platformType":"chatbot","outcomeStatus":"ongoing","primarySourceUrl":"https://www.reddit.com/r/ChatGPT/comments/1wwjs10/i_requested_a_chatgpt_refund_6_minutes_after_a/","primarySourceLabel":"r/ChatGPT, 3 October 2026: \"I requested a ChatGPT refund 6 minutes after a $200 renewal. The AI rejected it and closed the case.\"","firstPublishedAt":"2026-10-04T03:22:06.262385+00:00","updatedAt":"2026-10-04T03:22:06.262385+00:00","scopeVersion":"facts-v3","tags":["first-person","reddit","openai","chatgpt","ai-customer-support","refund","billing","no-human-review","made-decision-about","communicated-with"]},{"id":"2026-toronto-woman-meta-accounts-disabled-only-ai-support-chatbots-review-failed","caseFacts":{"claims":[{"id":"c1","status":"reported","evidence":[{"locator":"'permanently shut down her Facebook and Instagram accounts without warning'; 'since the accounts were deactivated on Sept. 24.'; 'the company shut down her 20-year-old Facebook account, an Instagram account that dates back to 2011 and another Instagram account dedicated to her dog.'; 'said only that her Facebook account “doesn’t follow our rules.”'; 'She described the experience as isolating, leaving her unable to look back at memories, connect with people, or see what they are up to through their posts.'","relation":"supports","source_id":"s1"},{"locator":"'a notification telling her that her Instagram and Facebook account had been permanently disabled by Meta.'; 'Screenshots she shared with CBC News stated that her accounts were disabled because her Facebook “doesn’t follow our rules,”'","relation":"supports","source_id":"s2"}],"assertion":"A Toronto woman says Meta permanently shut down her 20-year-old Facebook account, an Instagram account dating to 2011 and a second Instagram account on 24 September 2026 without warning, telling her only that her Facebook account does not follow its rules; she describes losing her memories and contacts as isolating.","causal_attribution":"Her own accounts to The Canadian Press and CBC News; Meta did not comment on her case."},{"id":"c2","status":"reported","evidence":[{"locator":"'her only recourse has been to talk to AI chatbots.'; 'has only been able to talk to Meta’s AI chatbots, which have not been able to resolve the issue. After she requested a review, the chatbot told her it was unsuccessful and her Facebook account had been “permanently disabled.”'; 'despite signing up for and paying for a verified account, a service that Meta says includes direct help from human agents.'","relation":"supports","source_id":"s1"},{"locator":"'all while being stonewalled by AI customer service with no option to reach a human being, even after paying extra.'","relation":"supports","source_id":"s2"}],"assertion":"She says she could reach only Meta's AI chatbots, which did not resolve the issue; after she requested a review, the chatbot told her it was unsuccessful and her Facebook account had been permanently disabled, and she could not reach a human despite paying for a verified account that Meta says includes help from human agents.","causal_attribution":"Her account; Meta pointed to a blog post on account support that includes a March update about rolling out an AI support assistant and did not answer how a person with a deactivated account can reach a human."},{"id":"c3","status":"reported","evidence":[{"locator":"'She said she has lost her social media contacts and is unable to let people know she hasn’t blocked them and isn’t ignoring them.'; 'she has used her social media in the past to find clients for her own consulting agency. Without her accounts, that’s not possible at the moment.'","relation":"supports","source_id":"s1"},{"locator":"'since she used social media to provide marketing to clients for her side business, she’s now losing out on those financial opportunities and connections.'","relation":"supports","source_id":"s2"}],"assertion":"She says she has lost her social media contacts, cannot tell people she has not blocked them, and cannot use the accounts to find clients for her consulting agency.","causal_attribution":"Her accounts to The Canadian Press and CBC News."},{"id":"c4","status":"reported","evidence":[{"locator":"'She said she suspects someone tried to hack her account because she found a record of suspicious login attempts shortly before the account was deactivated.'","relation":"supports","source_id":"s1"},{"locator":"'there had been a number of failed log-in attempts on her Facebook account shortly before it was disabled and suspects she may have been hacked'","relation":"supports","source_id":"s2"}],"assertion":"She suspects someone tried to hack her account, having found a record of suspicious login attempts shortly before it was deactivated.","causal_attribution":"Her own suspicion; not confirmed by Meta or the reporter."},{"id":"c5","status":"reported","evidence":[{"locator":"'stayed up for the next 26 hours straight, desperately trying to appeal the decision.'; 'But within minutes of pressing the appeal button, she was told her case was closed and she would not be permitted to appeal again, without giving her the opportunity to plead her case.'","relation":"supports","source_id":"s2"}],"assertion":"She told CBC News that she stayed up for 26 hours trying to appeal, and that within minutes of pressing the appeal button she was told her case was closed and that she would not be permitted to appeal again.","causal_attribution":"Her account to CBC News, which reports screenshots she shared; Meta did not respond to CBC."},{"id":"c6","status":"reported","evidence":[{"locator":"'She created a backup Instagram account and paid for the subscription service Meta Verified under the impression that it would allow her to reach a human support agent.'; 'costs $14.99 US (roughly $21 Cdn) a month.'; 'But the enhanced support she received was simply another AI chatbot, which swiftly told her the ticket was being closed, and that she had reached her limit of support interactions.'","relation":"supports","source_id":"s2"}],"assertion":"She created a backup Instagram account and paid for the standard Meta Verified subscription ($14.99 US a month) expecting to reach a human agent; CBC reports that the enhanced support she received was another AI chatbot, which swiftly told her the ticket was being closed and that she had reached her limit of support interactions.","causal_attribution":"Her account to CBC News; Meta did not respond to CBC's questions."}],"effects":[{"label":"lost access to a 20-year-old Facebook account and two Instagram accounts, including her memories and contacts, and describes the experience as isolating","claim_id":"c1","direction":"negative"},{"label":"could reach only Meta's AI support chatbots, one of which told her the review she requested was unsuccessful","claim_id":"c2","direction":"negative"},{"label":"can no longer use the accounts to find clients for her consulting agency","claim_id":"c3","direction":"negative"},{"label":"the support chatbot of the Meta Verified subscription she paid for closed her ticket, saying she had reached her limit of support interactions","claim_id":"c6","direction":"negative"}],"sources":[{"id":"s1","url":"https://www.ctvnews.ca/sci-tech/article/canadian-says-meta-wont-let-her-talk-to-a-human-after-killing-her-accounts/","kind":"news_report","access":"read","language":"en","translation_note":"Read on 2026-10-01 from the live CTV News page, which carries The Canadian Press report (Anja Karadeglija, first published 29 September 2026) in its embedded article body; other outlets relay the same wire story.","independence_group":"canadian-press"},{"id":"s2","url":"https://www.cbc.ca/news/business/meta-accounts-deleted-ai-customer-service-9.7364543","kind":"news_report","access":"read","language":"en","translation_note":"Read on 2026-10-06 from the live CBC News page (Alexandra Mae Jones, posted 1 October 2026). CBC interviewed her and viewed screenshots she shared; this is a separate interview from The Canadian Press report.","independence_group":"cbc-news"}],"version":1,"ai_roles":["institutional_use"],"contexts":["everyday_life","relationships","work"],"unknowns":["Why Meta disabled the accounts and whether an automated system made the deactivation or the review decision.","Whether the accounts were compromised before deactivation.","Whether the accounts have since been restored; none is reported as of CBC's 1 October 2026 report."],"geography":{"basis":"The Canadian Press describes her as a Toronto woman and CBC as a Toronto resident. The account deactivation and support exchanges took place online and no event location is stated.","court_countries":[],"event_countries":[],"affected_person_countries":["CA"]},"publication":{"basis":"Published as a core case (communicated_with): a Toronto woman told The Canadian Press and, separately, CBC News that after Meta permanently disabled her accounts its AI support chatbots were the only contact she could reach, and that they reported her review as failed and closed the support ticket she paid for, and she says her appeal was closed within minutes, leaving her without her memories, contacts or client channel. Both outlets relay her own account; Meta did not comment on her case. She is not named here.","reviewed_on":"2026-10-06"},"ai_involvement":{"basis":"She told The Canadian Press that Meta's AI chatbots were the only contact she could reach and that, after she requested a review, the chatbot told her it was unsuccessful and her Facebook account had been permanently disabled. CBC News reports that the Meta Verified support she paid for was another AI chatbot, which closed her ticket and told her she had reached her limit of support interactions. These chatbot replies ended her attempts to contest the deactivation or reach a person, which is the harm she describes alongside the loss of her accounts. She also told CBC that within minutes of pressing the appeal button she was told her case was closed; CBC does not say which system sent that message. No inspected source says whether the deactivation or the review decision was made by an automated system.","status":"reported"},"person_relations":["communicated_with"]},"name":"Toronto: a woman says Meta disabled her Facebook and Instagram accounts and that its AI support chatbots told her a review failed and closed her paid ticket","summary":"A Toronto woman told The Canadian Press (29 September 2026) and CBC News (1 October 2026) that Meta permanently disabled her 20-year-old Facebook account and two Instagram accounts on 24 September without giving a reason beyond saying her Facebook account did not follow its rules. She says she could reach only Meta's AI support chatbots. One told her the review she requested was unsuccessful; she told CBC that within minutes of pressing the appeal button she was told her case was closed and she could not appeal again. She then paid for the standard Meta Verified subscription expecting human support, and its support chatbot closed her ticket and told her she had reached her limit of support interactions. She describes losing 20 years of memories and contacts as isolating and says she has lost client opportunities for her side business. She suspects an attempted hack. Meta did not comment on her case to either outlet, and no restoration is reported.","incidentDate":"2026-09-24","incidentKind":"ongoing_experience","incidentDatePrecision":"day","exposurePattern":"repeated_interactions","reportedDate":"2026-09-29","aiSystem":"Meta's AI chatbots, as she describes them, the only support channel she could reach after her accounts were disabled; a Meta spokesperson pointed to a blog post saying Meta was rolling out an AI support assistant (The Canadian Press)","aiProduct":"Meta AI support assistant (reported)","aiCompany":"Meta","severity":"low","verificationStatus":"unverified","harmCategories":[],"harmOutcomes":["social_isolation","psychological_distress","professional_harm"],"harmOutcomeSummary":"She says the loss of her accounts cut her off from 20 years of memories and contacts, which she describes as isolating, and from client opportunities; Meta's AI support chatbots, the only contact she could reach, told her a review had failed and closed her paid support ticket; she also says her appeal was closed within minutes (her accounts to The Canadian Press and CBC News).","frameworkFacets":[],"causationStatus":"alleged","participantUsersAffectedMin":1,"otherPeopleHarmedMin":0,"affectedCountStatus":"exact","affectedCountEvidence":"One person, the Toronto woman whose accounts were disabled and who dealt with Meta's AI support chatbots (The Canadian Press). Exact 1.","victimAgeRange":"adult","jurisdiction":"CA","platformType":"chatbot","outcomeType":"media_coverage","outcomeStatus":"ongoing","primarySourceUrl":"https://www.ctvnews.ca/sci-tech/article/canadian-says-meta-wont-let-her-talk-to-a-human-after-killing-her-accounts/","primarySourceLabel":"The Canadian Press via CTV News, 29 September 2026: Canadian says Meta won't let her talk to a human after killing her accounts","firstPublishedAt":"2026-10-01T03:16:32.744347+00:00","updatedAt":"2026-10-06T03:05:37.928236+00:00","scopeVersion":"facts-v3","tags":["meta","facebook","instagram","account-disabled","ai-customer-support","canada","toronto","communicated-with"]}]}