Meta Under Fire: 41 States Demand Action on Hacked Accounts

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State attorneys general accuse Meta (Facebook, Instagram) of neglecting hacked users and demand stronger security, improved customer service, and a meeting to address concerns.

Meta, the parent company of Facebook and Instagram, is facing pressure from 41 state attorneys general to improve its security and customer service for users who have been hacked or had their accounts taken over by scammers. The state officials sent a letter to Meta’s chief legal officer on Tuesday, expressing their frustration and demanding action.

The letter states that the state attorneys general have seen a “dramatic and persistent spike” in complaints from their constituents who have lost access to their social media accounts, often with devastating consequences. Some users have had their personal information, private messages, and contacts stolen by hackers, who then use their accounts to scam their friends and family. Others have lost access to their business accounts and pages, which are vital sources of income and communication for many entrepreneurs and creators.

The letter accuses Meta of failing to provide adequate support and assistance to these users, who often struggle to regain control of their accounts or even reach a human employee of the company. The letter says that Meta’s automated systems and online forms are “insufficient and ineffective” and that users are often left in the dark about the status of their cases. The letter also claims that Meta has not invested enough in preventing account takeovers or mitigating their impact.

The letter urges Meta to take immediate and substantial steps to address these issues, such as:

  • Increasing its investment in account takeover mitigation tactics, such as multi-factor authentication, password reset options, and account recovery codes.
  • Enhancing its response to account takeovers, such as providing timely and clear communication, dedicated support channels, and transparent policies and procedures.
  • Providing more information and data on the number and causes of account takeovers, the safeguards and staffing in place, and the measures taken to protect users’ privacy and security.
  • The letter also requests a meeting with Meta’s representatives to discuss these matters further and to ensure that the company is taking the state officials’ concerns seriously.


The letter from the state attorneys general is the latest in a series of challenges and criticisms that Meta has faced in recent months, as the company has been under scrutiny for its impact on society, democracy, and human rights. Meta has also been sued by several states and the Federal Trade Commission for alleged antitrust violations and unfair business practices. Meta has denied any wrongdoing and vowed to defend itself in court.


Meta's Reaction on this Letter

Meta’s reaction to the letter from the 41 state attorneys general has been rather defensive and dismissive. The company has not agreed to meet with the state officials or to provide the information and data they requested. Instead, Meta has issued a statement that claims it is already doing enough to protect its users from scammers and hackers, and that it invests heavily in its enforcement and review teams and specialized detection tools. Meta has also encouraged users to report any suspicious activity and to follow its security tips and best practices.

However, this statement does not address the main concerns raised by the letter, which are the lack of adequate support and assistance for users who have lost access to their accounts, and the need for more transparency and accountability from Meta. The letter accuses Meta of failing to provide timely and clear communication, dedicated support channels, and transparent policies and procedures for account recovery. The letter also urges Meta to provide more information and data on the number and causes of account takeovers, the safeguards and staffing in place, and the measures taken to protect users’ privacy and security.

The implication of this letter and Meta’s response on the company’s reputation is likely to be negative and damaging. The letter shows that Meta is facing pressure and criticism from a large and bipartisan group of state law enforcement officials, who represent the interests and complaints of millions of users across the country. The letter also exposes the extent and severity of the problem of account takeovers, and the frustration and harm experienced by users who have been affected by it. The letter also challenges Meta’s claims of being a responsible and trustworthy platform that cares about its users and their well-being.

Meta’s response, on the other hand, shows that the company is not willing to acknowledge or address the problem, or to cooperate with the state officials. Meta’s response also shows that the company is not transparent or accountable for its actions and policies, and that it does not provide adequate or effective solutions for users who have been hacked or scammed. Meta’s response also shows that the company is more concerned about defending itself and its image than about improving its security and customer service.

Therefore, the letter and Meta’s response could erode the trust and confidence that users have in Meta and its platforms, and could tarnish the company’s reputation as a leader and innovator in the social media industry. The letter and Meta’s response could also invite more scrutiny and regulation from other authorities and stakeholders, such as the Federal Trade Commission, Congress, and civil society groups, who have also raised concerns about Meta’s impact on society, democracy, and human rights.



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