I am filing this complaint about Meta/Facebook in relation to an unresolved advertising and billing ...

I am filing this complaint about Meta/Facebook in relation to an unresolved advertising and billing support case that has been open since May 2026. The complaint concerns failed advertising activity, unexplained restrictions on advertising access, poor case handling, repeated requests for evidence already supplied, and the failure to reimburse unused funds after the advertising account was closed. Case History and Repeated Requests for Evidence This matter now dates back more than one month and has involved several email exchanges with Meta support. Across the same case, Meta has repeatedly requested screenshots, video capture and account-specific information. I have provided this information more than once, yet support responses have continued to suggest that information is missing or have provided guidance that does not address the issue. Promotion of Facebook Group Meta offered me the option to promote my Facebook Group from within the Manage Group menu. I followed the process presented to me, which was lengthy, only to have the promotion refused after completing the steps. This was misleading and wasted considerable time, as the option should not have been presented in that way if the group or account was not eligible. Restriction of Ad Account Without Clear Explanation I also attempted to boost a post from my Creative Bubbles Facebook page. At that point I was advised that my ad account was restricted. Meta has not given me a clear explanation of why the restriction was applied, what policy was allegedly breached, or what specific action was required to resolve it. The restriction appeared to affect different assets and account areas, including linked pages and advertising functions. Problems Following Payment and Refund Request The issue began after I attempted to boost a post while abroad, added funds, and the ad did not complete. I requested a refund. After that, restrictions were applied and the situation became increasingly difficult to resolve. I provided explanations, screenshots, account details and video evidence repeatedly within the same case, but Meta support continued to handle the matter as though the information had not already been supplied. Poor Case Handling and Failure to Review Case History Meta support has repeatedly asked for information already provided to other agents on the same case, including screenshots, video capture and account-specific details. I have asked why agents cannot access the full case history, the account audit trail and the evidence already supplied. I have also asked for escalation to someone with authority to review the matter properly. The replies have been generic, repetitive and have not addressed the substance of the complaint. Closure of the Ad Account After over a month of frustration, I closed the ad account myself and advised Meta of this within the case. I explained why I had taken that decision and requested reimbursement of the remaining funds balance at the same time. Meta has since confirmed that the account is closed, which means the closure process has completed. Despite this, Meta sent instructions on how to reactivate the account. That was not what I asked for and did not address the outstanding issue. Failure to Reimburse Remaining Funds During the closure process, Meta Billing & payments showed a remaining Funds balance of £30.17. I am not including the account number in this third-party complaint, but I have provided account-specific information directly to Meta within the case. From an accounting perspective, this £30.17 is unused customer funds held on the account. Since the account is now closed and no further advertising activity will take place, that amount should be treated as a customer credit or liability and refunded, unless Meta can provide a clear lawful basis for retaining it. Irregular Account Closure Process During the account closure process, Meta did not clearly alert me to the positive funds balance or provide options for reimbursement before closure. This is highly irregular. Where a customer account holds unused funds, the closure process should identify the balance, explain what will happen to it and provide a clear route for refund or transfer. A customer should not have to discover the balance afterwards and then pursue support separately to recover their own funds. Resolution Sought I am seeking reimbursement of the unused £30.17 held in the advertising account, a clear explanation of why the advertising restriction was applied, and an explanation of why Meta’s account closure process did not identify the positive balance and offer reimbursement options. I also want Meta to review the handling of this case, as repeated requests for the same evidence within the same case have caused unnecessary delay and frustration.