| Name of Complainant | |
| Date of Complaint | October 18, 2023 |
| Name(s) of companies complained against | Meta |
| Category of complaint | Cyber Crime |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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Dear Team,
I am sending on behalf of TheVscope – a digital agency based in Greece and Top1 Revenue of 2023 in Hospitality Digital Marketing Services.
I am the Performance Marketing Specialist who is in charge of all Meta’s Ad Activities for the agency.
In 2023 I have opened thousands of tickets regarding daily issues – only a fraction of them were actually resolved.
There was a bug in the platform that had been messing with hotel ads for 4 months and nobody admitted it was their fault. I had been receiving the same emails stating just how understanding they are regarding the issue and that the “internal team” is working towards resolving this issue. I am receiving similar emails to this date regarding similar issues. This sort of secrecy and miscommunication led our agency’s reputation take a massive hit because we did not know what to say to our clients for their underperforming ads – resulting to income loss.
On the 27th of August, due to Meta’s lack of security our Business Manager Account got hacked and malicious campaigns were created inside all of our clients’ ad managers – resulting in 30k Euro Charges for Ads. We have opened numerous cases and even though they have confirmed that we were hacked and that we will be refunded, one month and a half later on 4k has been returned. Almost all of our clients’ ad managers have been disabled and we have been fighting daily with their support team to reopen them. Receiving the same emails on how understanding they are and that the internal team is working on the matter.
Once again their trashy customer service has diminished our agency’s reputation resulting in more clients losing their trust in us, leaving our agency and even demanding the hack’s money through court orders against our agency.
In 2023 my mental state has been affected really negatively because of the way they have been working. I do not feel productive, I cannot proceed with my career, dealing with them feels like there is a constant object in front of me that will never move. I have lost faith in their services and I hardly believe that I am communicating with human beings – they have zero empathy and understanding of how serious this matter is for an agency.
I am sure I am not the only one having serious issues with their services.
Thank you.
Kind Regards,
Stavros Petropoulos
