Meta has spent the past year highlighting new artificial intelligence tools designed to improve security, detect policy violations and speed up responses to user problems. But some Facebook and Instagram users say those same systems have mistakenly targeted their accounts, leaving them unable to get meaningful help when they try to appeal.
Channel 2 Action News has heard from users across the country who say they were penalized by Meta’s automated systems despite believing they had done nothing wrong.
Several said they became trapped in what felt like an endless cycle of AI-generated responses and unanswered appeals…