As Luxembourg's longest established yoga center dating back to 1991 whose classes are well-known to staff at the EU Court of Justice, the EU Commission, and the EU Court of Auditors, we wish to illustrate a serious lack of consumer protection by Meta corporation when it removed our yoga center's social media from its platforms of Facebook and Instagram without warning and with no channel to provide details of security vulnerabilities and errors on their platform that led to this outcome and which now puts our business seriously at risk as yoga centers depend on social media for student acquisition.

When logging in on September 24th 2025, we were met with a “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.”

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.

As many within Luxembourg-based EU institutions have known us for years, we ask that you continue reading the sequence of events supported by screenshots and circulate this webpage to policy and decision makers so that Meta is brought into stricter regulation to institute procedures to better identify (1) vulnerabilities in Meta’s security, (2) errors in their payment collection processing and client notification, (3) a much higher access to human customer support.

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 roughly 20 years with a lifetime advertising spend of €20.000 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.

Error 1: We did not receive any FB Messenger notification or email that Meta had trouble processing a $40 balance due nor that they had stopped our ad nor that they had blocked us from accessing our Meta Business and ads accounts.

September 17th was the first time that we checked the ad to discover a request to verify our credit cards and to make 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 payment. Instead, whenever we tried to open our Meta Business account, we were met with this:

We eventually reached Meta Business support through our IG account. Through an open support ticket, they re-established access to our Meta Business and ads accounts. Immediately, we received a $700-a-day “ads approved” email written in an Asian language. This was clear evidence that our account had been hacked. Fortunately, we saw the email immediately and were able to cancel the ads instantly at no charge…

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 then or since. Hours later, our account was disabled, but Facebook continued to charge our credit card for several days until we canceled our credit card.

Surprisingly, Instagram restored our IG account whereupon we immediately removed the unauthorised partners (hackers). In addition, FB sent a WhatsApp Message that FB acknowledged the hack:

However, this message was followed with no guidance as to how to recover the account and no ability to log in.

On October 1st, IG indicated that new profiles were removed from our Instagram account center:

Later on October 1st, Instagram's Payment team sent us an email requesting a payment on an apparent outstanding charge. We replied, asking them to prove that this charge pre-dated the closure of our accounts. They replied with a FB link for us to click to resolve the matter that we could not access, because our accounts were disabled. We sent a second reply on the support ticket but we did not hear 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 can 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 more and more vulnerable without proper government 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 resolved by contact with a single human being at Meta.