My Facebook Account Was Hacked Despite Having 2-Step Log-in Verification and Facebook Support Shows No Empathy

It’s hard to describe the sinking feeling I felt at midnight on December 10, 2024. Despite having layers of protection on my Facebook account—including 2-step log-in verification—it was hacked by an anonymous entity.

What happened next not only left me baffled but also exposed just how inadequate Facebook's user support system is, especially for long-time users like me.

I thought that if such an attack can be done to my account with that much layer of protection, then who is safe on Facebook's platform? Do hackers now have a more powerful technology that can beat or circumvent Facebook's privacy and security protection for its users?

The Hack and Suspension

The hacker managed to breach my account without triggering a single notification—no email, no SMS alert, no sign of any unusual activity. Even more distressingly, they linked a dubious Instagram account, dr.lisa_la_o, to my Facebook account without my knowledge. Shortly after, I received this message from Facebook:

"We suspended your account

Your Facebook account was suspended because your Instagram account dr.lisa_la_o doesn't follow our rules.

You have 180 days left to appeal. Log into your linked Instagram account to appeal our decision."

This notification added insult to injury. My account was suspended because of actions tied to an Instagram account I didn’t even own. To make matters worse, the appeal button or link was non-existent. I couldn't find it anywhere on Facebook's help pages. I also had no way to access Facebook support chat or email for immediate help.

Additionally, because I use my personal Facebook account to manage TechPinas' Facebook Page, our page was also suspended or locked as a bundle, which I find very unjust.

Desperate Attempts for Help

Panicking, I turned to Facebook’s so-called Help Center. However, the information there was generic and useless. I couldn’t find any way to file an official appeal or contact an actual human for assistance. With every passing moment, my frustration grew.

Where's the button for the Appeal Form or just any link to Support Chat?

In desperation, I searched for advice from other users who had experienced similar issues. One user suggested accessing a Facebook Support Contact Page via https://web.facebook.com/help/contact/837980354337486?_rdc=1&_rdr —but there was a catch: it was only available to users in Europe. This felt blatantly unfair. I had to use a VPN to just to access the page, which should have been available to all struggling Facebook users, regardless of their location around the world.

Finally, I submitted a report through this contact page, clinging to the hope that Facebook would respond promptly and with empathy. But a day later, the reply I received shattered any expectation of meaningful support:

"Hi,

We are unable to provide access based on the information provided in the report. If you are still experiencing trouble logging into your account, we recommend reviewing our self-help resources for Facebook and Instagram and using the self-help recovery flows:

Facebook: https://www.facebook.com/help/105487009541643?ref=cr

Instagram: https://help.instagram.com/374546259294234?ref=cr

Thanks,

Meta Support"

This generic response lacked any sense of urgency or concern. I felt completely abandoned by a platform I had trusted and supported for more than a decade. Frustrated, I asked myself, "Do they treat me this way because my account is not Meta Verified? Is there this kind of discrimination on Facebook now?"

More Than A Decade of Memories at Stake

As of today, I have only 177 days left to appeal my case before Facebook permanently deletes my account. My 14-year-old account holds countless memories: photos and videos with family and loved ones, milestones in my career, personal achievements, and conversations with friends, colleagues, and business partners. Losing this digital archive would feel like losing a part of my digital life. Just thinking about it breaks my heart and gives me so much anxiety.

It’s hard to accept that a company as massive and resource-rich as Facebook lacks the mechanisms to help users like me in such dire situations. It’s a real pain to know that my account was hacked despite implementing every available security feature, but what hurts more is the complete absence of empathy from Facebook.

A Shared Struggle

This ordeal has made me realize that many other users face similar issues but have no choice but to suffer in silence. Knowing this adds another layer of pain and affects my mental health. The loneliness of being ignored by a platform I’ve supported for so long is overwhelming.

The fact that Facebook continues to operate with such indifference to its users is deeply concerning. The platform thrives on the data and engagement of its billions of users. Yet, when users face critical issues, they are treated like expendable assets rather than valued members of the community.

A Plea for Humanity

Facebook, or Meta, must do better. I urge the company to recognize the humanity of its users. We are not just data points or sources of revenue; We are real people with lives, memories, and emotions.

Here’s what I hope for:

Better Security Notifications: If my account was being accessed or altered, I should have received immediate alerts. Also, it was shocking how easily the hacker was able to beat Facebook's 2-step verification process. Perhaps, Meta might want to look into or assess the strength of their current security protocols and layers vis-a-vis what hackers are now capable of.

Accessible Support Channels: Users, regardless of location, should have access to proper support systems. Limiting crucial support tools to specific regions is unjust. I hope that they would make their appeal button more prominent and make it easy for users to send support messages and requests.

Genuine Empathy: A canned response does nothing to address the emotional and practical toll of being locked out of one’s account. A bit of heart goes a long way. Nothing beats getting support and hearing answers from another human being.

In a post-pandemic world rife with mental health concerns and loneliness, tech companies like Facebook should prioritize their users’ well-being. We’ve given them years of our lives—our time, data, and trust. It’s time they reciprocate by treating us with dignity and care.

Uncertainty Looms But I Am Hopeful

As I write this, I am still unsure whether I will regain access to my account. The uncertainty is maddening, but I refuse to stay silent nor to give up. My hope is that by sharing my story, I can shed light on the struggles so many users face when dealing with Facebook’s inadequate support system but are unable to express themselves well or to just speak a language that everyone can understand.

To everyone reading this, let’s hold platforms like Facebook accountable because we share so much of ourselves with them. And to Facebook: it’s not too late to show your users that you care. A little effort, a little humanity -- it could make all the difference. 

I do hope that I could feel the essence of Facebook's mission statement, which is to "give people the power to build community and bring the world closer together", in my current sad and dire FB situation.