The European Union’s Digital Services Board (DSB) has delivered a sharp public rebuke to Meta Platforms Inc., revealing that the company has ignored 98% of formal complaints about wrongful account bans on Facebook and Instagram since January 2024.

The DSB, an independent body that adjudicates disputes between social media users and platforms, confirmed on Monday that Meta has failed to engage in 1,176 out of 1,200 complaints filed through its formal channels. The remaining 24 cases received delayed or incomplete responses, leaving thousands of European users without recourse as their accounts remain locked.

According to internal documents reviewed by this newspaper, the DSB first raised concerns with Meta in March, urging the company to address the backlog of unanswered complaints. Meta’s response, filed in April, acknowledged the volume of cases but provided no timeline for resolution or commitment to systemic improvements.

Legal experts warn that Meta’s pattern of non-response could violate the EU’s Digital Services Act (DSA), which requires platforms to resolve user complaints within strict timeframes. “This isn’t just poor customer service—it’s a systemic failure to uphold user rights,” said Elena Vasquez, a digital rights attorney based in Brussels. “The DSA was designed to prevent exactly this kind of neglect, and regulators need to act.”

Meta’s silence extends beyond the DSB’s formal channels. Users who escalate complaints through Meta’s own appeal process report receiving generic, automated replies that fail to address the specifics of their cases. In one instance, a Berlin-based artist had his Instagram account locked for 45 days after posting a painting that Meta’s AI flagged as “potentially violating guidelines.” Despite providing proof of artistic intent, the company never responded to his appeals.

The DSB’s public statement marks a rare escalation in its dealings with Meta, a company known for its aggressive legal and lobbying tactics in Brussels. The board’s chair, former EU judge Sophie Moreau, emphasized that Meta’s behavior sets a dangerous precedent. “When a platform systematically ignores its legal obligations, it erodes trust in the entire digital ecosystem,” Moreau said in an interview. “This isn’t about a few bad apples—it’s about a pattern of disregard.”

Meta has not responded to requests for comment on the DSB’s allegations. The company’s most recent transparency report, published in June, acknowledged a backlog of user complaints but attributed it to “an unprecedented surge in moderation requests.” However, internal DSB emails obtained by this newspaper contradict this claim, showing that the volume of complaints has remained consistent with pre-2024 levels.

1. Immediate Action — Users should document all communications with Meta, including screenshots and timestamps, as evidence for potential legal action.
2. Formal Escalation — File a complaint with the DSB via its official portal, even if Meta has already ignored prior appeals.
3. Regulatory Pressure — Advocacy groups are urging the European Commission to launch an investigation into Meta’s compliance with the DSA, with potential fines of up to 6% of global revenue.

The DSB has given Meta until August 15 to provide a detailed plan for addressing the backlog. If the company fails to comply, the board will refer the matter to the European Commission, which could impose penalties under the DSA. For now, thousands of European users remain locked out of their accounts, their voices unheard—and their rights unenforced.