Call Kurtis: Facebook Users Mysteriously Locked Out
Facebook users say they're mysteriously getting locked out of their own accounts. When a Sacramento woman couldn't get anyone to tell her why, she called Kurtis to get answers.
Facebook kicked her off and wanted a copy of her ID to allow her back in. And we're hearing others across the country are having the same problem.
Karina Moreno admits she's addicted to Facebook.
"Every single day, on my phone, if it's not on my phone, on my computer.. 24/7 pretty much," said Karina.
Without any explanation, Karina says Facebook locked her out two weeks ago of both her Instagram and Facebook accounts. They were still up but she couldn't log in.
"It asked me to a submit a govt. issued photo ID so I automatically assumed it was scam," said Karina.
When she contacted Facebook, she was told nope, they really needed a copy of her ID.
"Why should I have to submit it to a free social networking site? It's absolutely ridiculous," said Karina.
We found a number of people complaining online about the same issue with Facebook and Instagram.
"There's a lot of people faking profiles and using them maliciously," said Chris Morran, Deputy Editor, The Consumerist.
Morran understands why Facebook may want to verify people especially following the Manti Teo scandal.
But Facebook tells us: They "don't comment on specific users or specific enforcement actions..." But sometimes suspend accounts for a "terms of service violation..." which includes.... "being younger than 13 years old, bullying, posting inappropriate content, and copyright violations."
As for requiring photo ID, Facebook says "... We delete the data following verification," spokesperson Sarah Feinberg said.
"As long as they're within the law, they have the right to do what they want. And you, as a consumer, have the right to not use Facebook," said Morran.
Karina insists she did nothing wrong.
After we got involved, Facebook restored her log-in and apologized, saying her accounts were suspended by mistake. She's now leery of even posting on Facebook.
"Definitely be more aware of what I put on there," said Karina.
Facebook can't explain why there's been a rash of issues but they did update their terms and conditions in December. Facebook tells us its software automatically picks up when terms are violated but they won't tell users exactly what they did because they don't want people to game the system.
