Department of Labor, many of the layoffs affected staffers in client support, customer experience and communities.ĬNBC spoke with influencers, small businesses and Meta account managers as well as a half-dozen former contractors and former Meta employees about the deterioration in customer service at the company since the job cuts began in November. However, she soon realized that her requests for help continued to go unattended, telling CNBC it's "literally like it goes into the void."Īccording to former Meta employees and documents filed to the U.S. She thought that, in becoming a verified user two months ago, she would receive a higher level of support. "This is my brand and I work really hard to build it to be something impactful and positive."Įven prior to the cost cuts, Karlova said Instagram failed to quickly remove fake accounts when she would report them despite the fact that new fraudsters would pop up by the week. "This is really damaging," Karlova said in an interview. As part of the company's two rounds of layoffs, equaling roughly 21,000 job cuts, Meta gutted wide swaths of its customer service operation, leaving influencers and businesses with nobody to contact about their accounts.įor Karlova, that meant internet scammers were suddenly given free rein to her profile, stealing her photos and creating fake accounts that they could use to deceive Instagram users, in some cases convincing them to send money for what they described as adult-related content. When Meta, the parent company of Facebook and Instagram, began its cost-cutting spree in late 2022 and amped it up this year, Karlova's Instagram account turned into collateral damage. Karlova, who lives in Los Angeles, even became a verified Instagram user, signifying at the time that she was "notable and unique," according to Instagram's help center. Personal Loans for 670 Credit Score or Lower Personal Loans for 580 Credit Score or Lower Best Debt Consolidation Loans for Bad Credit
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