As Luxembourg's longest established yoga center dating back to 1991 whose classes are known among those working at EU institutions, we wish to illustrate a serious breach of consumer protection by Meta corporation when it disabled our yoga center's social media on its Facebook and Instagram platforms without warning and without a channel to resolve the issue, putting our business seriously at risk as yoga centers depend on social media for student acquisition.

When logging into Facebook on September 24th 2025, we were met with a Kafkaesque “We’ve disabled your account” message followed by:

“You may have the right to challenge our decision in your country's courts, or refer our decision to a certified dispute settlement body.”

Whereas a brief phone call or email with a real human being would have resolved this matter in minutes, Meta now requires a court challenge by a 20-year client of good standing. Many small EU businesses cannot afford a court challenge nor be able to wait out the judgement, especially those whose relationship with clients rely on social media, but nor should EU courts be bogged down in such frivolous matters that a multi-trillion dollar company like Meta should resolve by employing sufficient human help support.

To those working at EU institutions, we ask that you continue reading the following sequence of events supported by screenshots and circulate this webpage to policy and decision makers so that Meta is brought into stricter regulation to provide a much higher access to human customer support especially when their AI bots deem that accounts should be restricted or disabled.

With the transition to AI bot decision-making, this becomes an EU economic and security issue where a non-EU actor’s AI bots can damage EU business’ ability to function.

A Case History

We have been advertising on Meta’s Facebook (hereafter FB) and Instagram (hereafter IG) platforms for 20 years without incident. We also follow their 2-factor identification protocol and Face ID for login.

On September 1st, 2025, we launched a “back-to-school” ad and had two company credit cards on record with sufficient credit.

September 17th was the first time that we checked the ad to discover that the ad had been stopped on September 8th without notification of the stoppage nor that FB had removed our access to our Meta Business and ads accounts. There was just a request to verify our credit cards and to make a $40 payment which we did immediately. See last charge below dated September 17th.

However, FB did not re-establish our Meta Business and ads accounts many days after verification and payment. Whenever we tried to open our Meta Business account, we were met with this:

We eventually reached IG Support. Through an open support ticket, IG Support re-established our Meta Business and ads accounts. Immediately, we received the following $700-a-day “ads approved” email whose ads were written in Vietnamese. This was clear evidence that our account had been hacked. Fortunately, we saw the email immediately and were able to cancel the ads instantly.

We scoured our Meta Business account and found two unauthorized “partners” in the account…

We immediately sent a message on the open help ticket and attached the two preceding screenshots of the fraudulent ads and the unauthorised "partners"…

We received no response. Hours later, our account was disabled, but FB continued to charge our credit card for several days until we canceled our credit card.

Surprisingly, IG restored our IG account requiring us to create a new password. We then removed the unauthorised partners (hackers). In addition, FB sent a WhatsApp Message in which FB acknowledged the hack:

However, this message was not followed by any guidance as to how to recover our personal and business FB accounts as it had promised.

On October 1st, IG indicated that new profiles were removed from our Instagram account center. This new incident occurred after we had created a new password per IG's reinstatement and had removed the previous unauthorised partners:

Later on October 1st, Instagram's Payment team sent us an email requesting a payment on an apparent outstanding charge. We asked for proof that this charge pre-dated the closure of our accounts. The Payment team replied with a FB link which we could not access, because it required FB login which is not possible with disabled FB accounts. We sent a reply explaining this and received a similar FB link back.

Hours later, Meta disabled our IG account a second time.

We can no longer log in to reach tech support which is only available for users who are enabled to log in.

There were several technical errors on FB part regarding:

1. failed payment notification to clients,
2. poor security despite 2-factor identification and face id,
3. a lack of support ticket follow-up leading to the disabling of our account,
4. no access to tech support after being disabled

AI bot errors by a trillion-dollar company with not a single customer relations phone number or email address and moving to less human interaction and more AI bot decision-making that leaves millions of EU small companies vulnerable without proper oversight and regulation.

EU policy and decision makers, we hope that you will take our case into consideration when formulating oversight and regulation on non-EU tech actors. All difficulties could have been averted by requiring a single human contact at Meta before disabling accounts.