(InvestigateTV) — For many people, Facebook is more than a social media platform — it’s where years of photos are stored, where family connections are maintained, and where some run businesses or manage community pages. When an account gets flagged or disabled, the impact can extend well beyond a news feed.

Cindy Soler said she was shocked when she received a message that she could no longer access her Facebook account, where she had been a member for 17 years.

“It was just, your account’s permanently disabled. Like, wow, just gone. And like years and years of memories, like gone instantly. And I did nothing wrong,” Soler said.

Soler said she received a text message before losing access to her account.

“I got a text that said, ‘This is a Facebook security alert. We think your account was hacked,’” Soler said.

She said losing access to Facebook also cut her off from other apps she used to log into with her Facebook credentials.

“I’ve also noticed, you know, some of my apps where you’ve logged in with Facebook, like I would do the Upside app where you can get cash back for restaurants, gas, stuff like that. I went to get gas the other day, and I went to log into it and it said, ‘You previously logged in with Facebook.’ And I couldn’t get in,” Soler said.

A spokesperson for Meta said the company is rolling out a new, centralized support hub on Facebook and Instagram. The 24/7 hub is designed to put account support tools and options in one place, including ways to report an issue and find quick answers.

Meta also said on its website that it is committed to keeping accounts safe and making support simple.

As of the time of this report, Soler said she remains locked out of her account.

“I mean, I think if you have a problem with your account, they need to have more of like a human-to-human interaction,” Soler said.

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