Why Facebook Users Complain To The FTC

ComplaintButtonThe Federal Trade Commission received 1,655 complaints about Facebook in 2012 — down from 2,171 in 2011, but up from 1,381 in 2010 — but what were people complaining about?

According to Time, a good portion of the complaints about the social network involved suspended accounts, and the difficult, if not impossible, task of receiving answers from Facebook, or being able to speak with an actual human being.

Some of the actual complaints cited by Time included:

I want answers to my questions. I want a valid phone number or email address that will be answered.

I don’t know how to explain to my friends that I am not on the site anymore as I was deleted by Facebook! How embarrassing!

My family is nudist. I don’t see a butt as being pornographic (from a user suspended for posting nude photos).

It was nerve wracking, because I could not get through to a human and felt there was no recourse. I’m not sure to this day if I had a correspondence with a robot or a human being.

Facebook has pointed out on several occasions that providing telephone support for more than 1 billion monthly active users would be unwieldy, and it attempts to provide online information about the issues that occur most frequently.

The social network also pointed out to Time that the hundreds of customer-service personnel it does employ prioritize their workloads so that, for example, reports that a user might be suicidal trump account issues.

Global Policy Manager Monika Bickert added in a statement to Time:

With more than 1 billion users and 1 million weekly reports, it takes time to investigate an issue, and we are sometimes going to make mistakes. Facebook is constantly evaluating its processes to improve customer service.

Readers: Have you experienced any customer-support issues in dealing with Facebook?

Complaint button image courtesy of Shutterstock.

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