1. United States
2. Ohio
3. Letter

I am writing to request your consideration of legislation that would require companies operating in the United States to provide a reasonable, accessible means for customers to contact a human customer service representative, rather than relying exclusively on automated or AI-driven support systems. Over the past month, I have attempted repeatedly to resolve a serious account issue with Meta (Facebook) involving a business portfolio tied to a former employer. I am no longer affiliated with this organization and was previously involved in a legal dispute with them. Despite lacking access to the associated business pages or accounts, the portfolio remains linked to my personal Facebook account, and I have no ability to remove it myself. The problem is not merely the existence of the issue, but the complete lack of access to human support. Facebook provides no direct way to speak with a customer service representative unless the user pays for a monthly subscription or is funneled—often unsuccessfully—through automated AI chat systems. In my case, the “Get Support” process repeatedly redirects me back to generic help pages without any escalation path to a real person. After weeks of effort, there has been no resolution and no accountability. This experience highlights a broader and growing problem: large technology companies increasingly shield themselves from customer accountability by placing AI systems between consumers and human assistance, effectively making certain issues impossible to resolve. When automated systems fail—as they often do in complex or sensitive situations—customers are left without recourse. I believe consumers should have a legally protected right to: Access a human customer support representative within a reasonable timeframe Resolve account, security, and legal-affecting issues without requiring paid subscriptions Escalate issues when automated systems are insufficient Such legislation would not prohibit the use of AI or automation, but would ensure that companies cannot use it as a barrier to accountability or consumer rights. I respectfully ask that you consider this issue and support or introduce legislation aimed at ensuring transparency, accessibility, and fairness in customer support practices—particularly for large technology platforms whose services are deeply integrated into daily life and business operations. Thank you for your time and consideration. I would appreciate hearing your position on this issue.