HELP! Facebook has just charged me €600 for an ad I did not order and will not refund

theboylightning

I rarely go on Facebook but today, I randomly logged in and saw that I had some notifications, so thought I'd check what they were. When I looked I realised I saw a notification to say I had been billed for €289, this caused me a lot of concern as I have not been active at all on Facebook ads.

On further investigation I have discovered that I was also charged a similar amount the previous month. So I have been charged nearly €570 for ads I did not need (I closed my previous business last year).



I'm contacted Facebook and said that I was prepared to put this down as some sort of glitch by Facebook and will just be happy to receive a full refund ASAP, particularly as I am going on a family holiday next week and cannot afford to be without such a sizeable sum of money. Facebook's reply was that it was in my settings but Facebook just replied that it was in my settings and they would not refund and closed the case.

Having reviewed the ads I never spent anything on them when they were created (I can't remember but obviously I chose not to run them) but you can clearly see from the attached screenshots that 2 years later they sprang to life. It also shows that the ad was started by Facebook and NOT ME!



Despite supplying proof from my side and asking them to review, they just closed the case and sent me the same stock answer. I opened another case and they closed that within seconds.

I have contacted my credit card company and am looking at ways to recover my money.

Does anyone have any experience of this? Can anyone help me get my money back please?

Thank you

J_B

Just curious as to how/why they have your credit card details?

ThumbRemote

J_B wrote: »

Just curious as to how/why they have your credit card details?

As per the screenshot supplied, the OP has previously had ads with Facebook in June 2017

McKneff

American ???

theboylightning

I had an ad account, which I needed to have a credit card attached for, but I had not run any ads in 2 years.

agrinnall

McKneff wrote: »

American ???

Payment in Euros?????????????

[Deleted User]

McKneff wrote: »

American ???

Dutch perhaps going off the name and the use of Euros.

HopeAndDriftWood

"Unknown actor" usually means that it was an admin on your business page that has now been removed.

Who owns your business page? Do you have a business manager account?

Check the ads over and see if the link has been changed to go elsewhere. If your ad account has been hacked, you'd expect it to go to a different website now. If it all still links to your website and pages, there would be little benefit in a hacker running the ads, and I'd make sure that there are no curious kids/teens/people who could have accidentally started this - it's surprisingly easy in the app, especially with ads that are already set up.

Facebook can, if you push enough, provide the IP address and MAC details for the device that placed the ad, which would narrow down whether it was you or not, but you might have to fight a little to get them to release that information.