Consumer complaint received 2026-01-26 00:00:00
Product: Money transfer, virtual currency, or money service — Mobile or digital wallet
Issue: Unauthorized transactions or other transaction problem — 
Company: Meta Payments Inc.
State: MO

Complaint narrative:
XXXXMeta Account Lockout , Failed Authentication, and Resulting Business Harm Complainant : XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXXXXXX XXXX : Beginning XXXX XXXX, XXXX Present Issue Summary Since XX/XX/XXXX, I have been locked out of my XXXX account and all connected Meta business assets due to a failed identity verification process followed by a forced logout that immediately triggered a XXXX authenticator-only loop. The issue remains unresolved as of today XX/XX/XXXX, despite repeated contact with Meta support. 

XXXX. How the Problem Began The issue began when Meta mailed a social-issue verification letter between XX/XX/XXXX. When I attempted to upload my ID, Metas upload tool malfunctioned repeatedly and would not accept the images. Immediately after these failed ID upload attempts, Meta forced me out of my account. 

XXXX. XXXX Authentication Failure After the forced logout, Meta required authenticator-app codes only. My XXXX and email codes continued to work, but Meta refused to accept them and forced authenticator-only login, even though both authenticator apps were out of sync. No backup codes or recovery options were available. All login paths ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) failed at the same step. Attempts on XX/XX/XXXX ( XXXXXXXX XXXX XXXXXXXX ) and after the XXXX window ending XX/XX/XXXX ( XXXX XXXX XXXXXXXX ) also failed. 

XXXX. Support Failures Meta repeatedly misclassified my case as a hacked account, which routed it to the wrong team. Many cases were closed without action. 

XXXX Business Harm This lockout caused : Holiday sales losses ( XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) Inability to manage ads or communicate with customers Ads running without control Forced lock of payment cards ad account suspension Paid for Meta Verified twice with no resolution I have since been able to find a way to stop the adds via my XXXX account and I cancelled my only card that was left on it since meta shows a balance due still and wont let me remove my payment details despite this balance being unauthorized from the runaway ads that ran during my lockout. 

XXXX. Evidence Repository : I maintain a detailed repository including videos, screenshots, timelines, emails, billing logs, login-failure recordings, and support documentation via my google cloud and can provide that link as needed. It only contains XXXX attempts and details as I have not recorded any further attempts as of this year to get into my account as I just keep getting the same results. 

The companys response to case XXXX directed me to contact XXXX. I have emailed this address on XXXX, XXXX, finally got an email on XXXX from XXXX, then forwarded the requested information on XX/XX/XXXX, and have not heard a response since. I even followed up on my emails on XX/XX/XXXX & XX/XX/XXXX with still no response from XXXX and have received no acknowledgement that my email was received or any assistance regarding the matter. My account remains locked in a XXXX authentication loop and refunds remain unresolved. The matter has not been resolved. 

I also now have XXXX XXXX XXXX XXXXXXXX currently open regarding this issue.

Company response to consumer: Closed with explanation