I have been trying for months to speak to a human support team member to no avail. I ha...

GetHuman1984673's customer service issue with Instagram from January 2019

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Before contacting them, items GetHuman1984673 may need:
Username on Account, Country you are located, Email on Account, Full Name, and Business Document that proves ownership of business account
Top Tip from another customer
If you are able to report an issue then go to the app and head to your personal profile on Instagram. If you are signed in, in the top right click the gear button. From there scroll down and click “Report Something” and follow the prompt. You should get an update via email or within the app. Reports can take up to 2 weeks to hear back from.
The issue in GetHuman1984673's own words
I have been trying for months to speak to a human support team member to no avail. I have only been exchanging emails with an automatic computer system. Please see the email explaining the situation below: ****I have already sent you an email pertaining to a similar case rejection you have just recently sent me this morning (I also complained about this account back in October). I will copy that email in below*****Hi there,**I am aware you sent this rather unhelpful email a while ago now, but I am no closer to a resolution to my problem now than I was then. I don't even know whether this is a no-reply email address or if it will actually go through to someone. So, at the very least you could have offered a list of steps for what to do next now that my application to remove an imposter account was rejected instead of providing me with a very unhelpful one liner.**Now that's out of the way, the account in question is continuing to function, adding people and liking photos and god knows what else. I have tried reporting it again via your report function but it doesn't give me any option to add in a description anymore which I'm sure you'll agree isn't something which makes a whole lot of sense. Also, considering the username in question doesn't even have a profile photo, what will a photo of me holding my ID achieve...**So, let me break it down for you. Here is why I think the username "drsohrabahmed" is impersonating me:***) My name is Sohrab Ahmed***) I am due to be a doctor in * months***) The person refers to themselves as "master soh"*- my nickname is "soh"*- people for some reason do sometimes call me "master soh", in particular the one person who I am quite sure has created the account***) All the friends in question of this person go to the same university as me - St Georges University London (SGUL)***) The key points with evidences:*Upon investigation, the email address for this account is *****@***.com*- now, clicking on "I forgot my password" on gmail gives me a recovery email address "*****@***.com" - ok let's keep that in mind for now (appendix *)*- recently, a friend of mine was asked to handover login details for a university society to a member of the new team. This society was previously taken charge of by the person I suspect has made the account. When logging into the gmail account, my friend noted the similarity between the recovery email given "*****@***.com" (see appendix *) and the recovery email above in appendix *. Now this might be a good time to add, the suspect is a huge fan of the football player "Pogba" and uses his name in a number of other online usernames he has...**Now, every time the suspect in question uploads a photo, this account is the first to like it. The number of people this account has added has gone up since the * or so months I first reported it and people are even coming up to me in my place of study, talking as if that instagram account is mine. **My concerns are as follows:**) this is not my account**) someone is impersonating me**) I did not give consent for someone to impersonate me**) considering my career as a doctor, this is especially worrying since I have a duty of professionalism to uphold - if this account were to send an inappropriate message to someone, upload an inappropriate photo or act in any other way, unprofessionally, this would have serious consequences upon my work as a doctor**My suggested course of action:*Last time, you said there was not enough evidence to disable the account. If you again reach this conclusion, then the very least you could do is ask the account to verify their identity by taking a photo of themselves with their driver's license or other form of ID highlighting their name. After all, this is what I had to do in order to report this account. Is it not only fair that I get the opportunity to request this in return?**I hope you will take this matter seriously and consider how you would feel were you in my situation or someone where impersonating you with you having no idea what they are doing or who they are speaking to. **If nothing comes of this, I would like clear steps highlighting:*- what my next options are*- why my request has been rejected*- what you did to investigate the matter*- whether or not you requested an ID check from the account in question*- an email address and phone number for me to contact to pursue further action.**Kind regards,**Sohrab Ahmed**On Mon, ** Jan **** at **:**, Facebook ******@***.com* wrote:*Hi,**Thanks for your response. To confirm that you're the owner of this account, we need you to reply to this email and attach a photo of yourself holding your government-issued photo ID.**Please make sure that the photo you send:**- Includes both your hand that's holding your ID and your entire face*- Clearly shows your face in both the photo and the ID*- Is well-lit, and is not too small, dark or blurry*- Is attached to your reply as a JPEG file**Once we've received and reviewed a clear image of you and your ID, we will permanently delete your attached identification documents from our servers. Thanks in advance for your understanding of this security policy.**To learn more about the types of ID we accept, please visit the Help Centre: **https:**help.instagram.com*****************?ref*cr**Thanks,

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Instagram

Customer service issue
Reported by GetHuman1984673
Jan 17th, 2019 - 2 years ago
Not resolved
Seen by 4 customers so far
Similar issue to 30063 others
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Timeline

GetHuman1984673 started working on this issue
Jan 17th, 2019 7:21pm