Meta Users Resort to Small Claims Court for Customer Service Solutions”

Last month, Ray Palena traveled from New Jersey to California to appear in a small claims court in San Mateo. He was engaged in a legal battle against Meta, one of the largest corporations in the world, aiming to reclaim his personal Facebook account. This endeavor took eight months and about $700, primarily for travel expenses. Despite these costs, Palena succeeded where other methods had failed, highlighting a growing trend of users turning to the legal system to resolve issues with Meta's platforms.

Palena's case is part of a broader pattern where frustrated users, unable to get effective customer support from Meta, resort to small claims court to regain access to their accounts. Engadget spoke to five individuals who have sued Meta in small claims court over the past two years in four different states. Three of these plaintiffs managed to restore access to at least one lost account, with one winning financial damages and another reaching a cash settlement. In each case, the plaintiffs were able to attract the attention of Meta’s legal team, which has developed a strategy for handling such claims.

Meta's lack of sufficient human customer service is at the heart of these cases. Users who lose their accounts often find themselves directed to automated tools that lead to dead-ends or ineffective emails. Meta's $14.99-per-month program, Meta Verified, which promises human customer support, has proven inconsistent in recovering hacked accounts. As a result, many users turn to their state Attorney General’s office for assistance, known on Reddit as the "AG method." However, attorneys general have become overwhelmed by these requests and have urged Meta to improve its customer service.

Some users have resorted to extreme measures, such as hiring hackers or buying an Oculus headset to access dedicated support. More recently, the small claims court approach has gained popularity, with users sharing advice on Reddit forums. People Clerk, a site assisting with small claims paperwork, has seen a significant increase in cases against Meta.

Small claims court is accessible, with low filing fees and resources to help plaintiffs. Unlike traditional legal processes, small claims court hearings are brief, often lasting only five to ten minutes, and do not involve extensive pre-trial procedures. This accessibility has made small claims court an attractive option for users locked out of their accounts, which are often essential for business or personal reasons.

Valerie Garza, a massage business owner, successfully sued Meta in a San Diego small claims court in 2022 after a hack cost her access to her personal and business-related Facebook and Instagram accounts. She documented thousands of dollars in losses and won her case by default when Meta failed to appear. Although Meta later tried to overturn the verdict, Garza persisted, ultimately winning $7,268.65 in damages.

Ray Palena, despite having no financial stake in his Facebook account, pursued legal action to prevent further misuse of his profile for scams. His persistence paid off when Meta restored his account just before his court hearing. Palena's case, however, is still officially unresolved.

Filing a small claims case against Meta is not without challenges. Determining the correct court can be confusing due to contradictory terms of service stipulations. Each jurisdiction has different rules regarding compensation limits and legal procedures. Many first-time plaintiffs navigate these complexities without legal assistance, leading to potential mistakes.

Shaun Freeman, an entertainer with significant Instagram followings, faced similar difficulties. After losing access to his accounts, he filed a small claims case in Nevada but struggled with the legal process, leading to his case being dismissed.

Meta’s legal team often complicates matters for plaintiffs by moving cases to higher courts or filing numerous motions. Ron Gaul’s case in North Dakota was dismissed after Meta's lawyers moved it to district court, a move permissible under state law but difficult for Gaul to contest without legal representation.

Despite these hurdles, suing Meta in small claims court has proven effective for many users, underscoring the need for improved customer service from the tech giant. As more users turn to legal action to reclaim their accounts, Meta may be forced to address the deficiencies in its customer support infrastructure.