AI bias impacts women and children

Meta suspension leaves Aylmer business owner locked out

Tashi Farmilo

An Aylmer business owner who was locked out of her social media accounts earlier this month over what she says are unfounded allegations now reports that a newly created profile was also suspended, intensifying what she describes as emotional distress and financial harm.

Nathalie Rivera said her primary Instagram account was disabled on February 7 without warning. The suspension affected two linked business accounts and her personal Facebook profile, disrupting client communication and halting online promotion tied to her income.

Rivera said a Meta representative advised her to create a new account with a different email address and subscribe to Meta Verified to access customer support regarding the suspension. She said she followed that advice, but the newly created account was also disabled. Screenshots she provided show a notice stating the account may be associated with another account that violated Community Standards on account integrity. A separate notification indicates she has until August 23, 2026 to appeal and that the account is not visible while suspended.

Rivera said she has been unable to speak directly with a decision-maker about her case. She described repeated attempts to obtain assistance, including phone interactions that ended without resolution and automated emails stating her support tickets would be closed. She said the absence of a live call centre or direct human contact has left her without recourse.

Beyond business disruption, Rivera said she fears the permanent loss of more than 20 years of personal photographs, family milestones, saved messages, contacts and records that were not backed up elsewhere. She said the suspension has caused significant stress and loss of sleep, adding to concerns about reputational damage tied to what she describes as severe and inaccurate allegations.

Her case reflects broader complaints from users in Canada and elsewhere who say accounts have been disabled by automated moderation systems without clear explanation or access to a human reviewer. Canadian small businesses have previously reported unexpected Instagram suspensions that forced lengthy appeals and hindered their ability to engage customers and maintain revenue, prompting calls for greater accountability from Meta.

An online petition titled Meta Wrongfully Disabling Accounts with No Human Customer Support on Change.org has gathered widespread support, calling on the company to revise its artificial intelligence enforcement processes and provide accessible human support for appeals. The petition argues that automated decisions have wrongfully disabled accounts and harmed livelihoods.

Meta states publicly that it uses a combination of artificial intelligence systems and human review to enforce its Community Standards, and that users may appeal enforcement decisions through its online systems.

Rivera said she is seeking restoration of her accounts, preservation of her data and direct communication with a human reviewer to clarify the basis for the enforcement action.

The Aylmer Bulletin reached out to Meta for comment but did not receive a response by publication time.