She Painted a Few Champagne Bottles and Then Faced Meta’s Customer Support Nightmare

### Fashion Influencer Lauren Holifield’s Instagram Ordeal: Losing and Regaining Her Account

Fashion influencer Lauren Holifield faced a nightmare in February when her Instagram account, a key source of her six-figure income, was abruptly banned. The account, which she uses to market products to over 100,000 followers, provided essential support for her family and her daughter’s wedding expenses. The platform offered no explanation for the ban, leaving Holifield nauseous and desperate.

Holifield contacted her husband and IT assistant, fearing her career was over. After a week of anguish, she discovered Instagram had sent warnings to a secondary email about a trademark infringement report. Veuve Clicquot had reported her for videos where she decorated their champagne bottles with paint and ornaments, despite no mention of the brand or items for sale.

This incident highlights a significant issue with Meta’s (Instagram’s parent company) customer support. Influencers, who drive substantial engagement and revenue for Meta, often struggle to get assistance. Holifield’s agent, Sharon Eva, has helped numerous creators wrongly banned by automated software, but getting in touch with Meta is notoriously difficult.

A former Meta staffer commented on the company’s inadequate customer service, despite its substantial profits and workforce. The company announced live chat support for locked-out users in 2021, yet its effectiveness remains uncertain.

Holifield regained her account only after WIRED contacted Meta. Despite this, she couldn’t access Meta’s ad manager, crucial for sponsored posts, until the inquiry prompted a response. This delay affected her ability to secure new deals.

Frustrated users have turned to platforms like Reddit for support, or even resorted to dubious methods to regain accounts. Regulators are increasingly pressured to intervene, with US state attorneys general refusing to act as Meta’s de facto customer service.

Holifield’s experience reflects a broader issue for influencers relying on Meta’s platforms without adequate support. While Meta tests new customer service features, users like Holifield must navigate these challenges independently. Despite regaining her account, she now avoids mentioning brands or using logos to prevent future bans, underscoring the precarious nature of her work on social media.

Holifield started as an influencer in 2017, sharing family moments and fashion tips from Chattanooga, Tennessee. Her engaging content quickly attracted major brands like Toyota and Walmart. However, her ban disrupted ongoing collaborations and raised concerns about her future opportunities.

After regaining access, Holifield is cautious about her content, avoiding any actions that might trigger another ban. The incident has made her wary of Meta’s platforms, despite her successful return. As Meta continues to refine its support systems, the company must address the needs of influencers like Holifield who drive significant value for their platforms.