Facebook Dispute

Part 1: Complaint Summary

My Facebook account facebook.com/haroldkip was compromised by a third party on July 11, 2025. Unauthorized Instagram accounts were linked to my Meta Account Center.

Despite taking immediate action and following all of Meta’s security instructions, my account was suspended.

Meta acknowledged the unauthorized access, yet did not allow me to successfully recover access or appeal.

I use this account to administer public pages and groups, and the suspension has caused professional and community harm. I am an EU resident and have exhausted internal recovery options.

I request that the decision be reviewed and reversed under Articles 20 and 21 of the Digital Services Act.

Thank you kindly for your time and consideration.

Sincerely,

Harold Kip

Amsterdam / Deventer, The Netherlands

Part 2: Full Case History

Subject: Complaint Regarding Unjust Facebook Account Suspension Following Account Compromise

Complainant:
Name: Harold Kip
Email: harold@haroldkip.nl
Location: Amsterdam / Deventer, Netherlands (EU resident)
Facebook Profile: facebook.com/haroldkip

1. Background

I am the legitimate owner of the Facebook account facebook.com/haroldkip. I use this account both personally and professionally to manage several Facebook Pages and Groups, including:

Amsterdam Cycle Cross Competition (facebook.com/amscrosscomp)
Vogeleiland Deventer (facebook.com/stichtingvogeleilanddeventer)
Ibanez Vintage Guitars: facebook.com/groups/ibanezvintageacousticguitars | 10K members Ibanez Vintage Acoustic Guitars: facebook.com/groups/ibanezvintageacousticguitars | 1500 members
Ibanez Guitar Owners: facebook.com/groups/ibanezowners | 38000 members
and other guitar-related communities

My Facebook account is essential for my administrative responsibilities and community activities. I am the sole admin on many of these assets, meaning loss of access disrupts not only my own work, but also the functioning of these organizations.

2. Description of the Issue

On July 11, 2025, at 17:36 (GMT+1), I received two emails from Meta; the one below with a security code (that I never requested) to confirm my identity

and the one below indicating that a device in Cambodia had accessed my account and linked a suspicious Instagram profile (cleveland865687) to my Meta Account Center.

I immediately clicked ‘This wasn’t me’ and attempted to secure my account.

Two minutes later (17:38), Meta sent another message (both to my main email address harold@haroldkip.nl and to my backup email address harold.kip@gmail.com stating they believed someone accessed my account without permission.

Also at 17:38, I received a WhatsApp message with a security alert from Facebook.

Despite following all suggested recovery actions – including clicking ‘Unlock my account’ and entering my strong 16-character password generated by LastPass, I was shown the notice below that my account was suspended.

At 17:44 I received the below confirmation from Meta that another Instagram account (2i2iucnk) had been added to my Meta Account Center without my authorization.

Attempts to appeal this decision via the Instagram app, as instructed (see here), were unsuccessful.

I could not find any way to proceed with an appeal, despite following the notifications exactly as instructed. When I clicked the ‘4 accounts …’ notification, I was directed to my Accounts Center, but I could not appeal nor change anything.

3. Evidence of Compromise

I was not using Facebook at the time of the breach. I was having diner with my family between 17:00 and 18:00.

My login credentials are secured by LastPass and not shared. I have also enabled 2FA on my account (hence the emails with security codes).

I verified that all Meta emails were legitimate; they originated from notification@email.meta.com.

I do not know, own or control the Instagram accounts cleveland865687 and 2i2iucnk.

A strange login event associated my own phone number with someone else’s Facebook account (Eddy Weber), as shown in the screen recording below. If you cannot view the recording, try: haroldkip.nl/wp-content/uploads/2025/11/facebook-dispute-screen-recording.mp4

I know Eddy personally and after sending him an email to notify him of this, he replied that he indeed received a notification on his phone that someone had tried to login to his account.
Another strange login event associated my own phone number with a Facebook account from a Facebook employee (!) (Harold Hing), as shown in the screenshot below. I didn’t proceed because I did not want to upset my namesake.

I believe that this points to a potential internal systems error or a deeper issue within Meta’s identity resolution process.

4. Recovery Attempts

I followed all instructions in Meta’s emails and WhatsApp message.

I attempted login via browser and app with the correct credentials.

I tried Meta appeal route, twice via facebook.com/help/contact/837980354337486.

Meta Support Case Reference number 2303147426747095 (confirmation and answer below)

Meta Support Case Reference number 615789277754468 (confirmation and answer below).

Unfortunately, I was unable to successfully resolve the issue via these channels.

On July 15, I subscribed to Meta Verified to seek help via their dedicated support chat. I’ve had two chats with Meta Verified Support, but still I received no resolution.

Below you can see screenshots from the chat of case 750373631009575 with Meta Support.

All thumbnails are clickable so that they can be viewed at full resolution.

All screenshots can also be downloaded as a zip file here: haroldkip.nl/wp-content/uploads/2025/11/haroldkip-screenshots-meta-verified-chats-1.zip.