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Facebook 'too slow to deal with hack', says singer

From BBC - April 13, 2018

A musician whose Facebook account was hijacked has urged the company to make it easier for people to recover control of their social media pages.

Country and gospel singer Philippa Hanna said Facebook was difficult to contact and took several days to act.

The attacker changed her contact details and username, so Ms Hanna was locked out of her own account, and even mocked her followers.

The company says it has a dedicated reporting channel but is investigating.

Ms Hanna has supported Lionel Ritchie, Leona Lewis and Little Mix on tour and has more than 5,000 friends and 6,000 followers on Facebook.

She was concerned by the hijack because she used her account to promote her music, and her account was linked to another website that stored her bank details.

Automated emails

According to Ms Hanna, South Yorkshire Police told her to look the problem up on Google.

The police force has been contacted by the BBC for comment.

Ms Hanna said she contacted Facebook as soon as she realised what had happened, but found it very difficult to get a response.

"One of the worst things was being stuck in a loop of automated emails telling me to try the same things I had already tried," she said.

"My friends were trying to report the page, but Facebook kept coming back, saying 'there's nothing offensive about this account'.

"There was not the option to say the page had been hijacked. There was a 'fake account' option, but mine was not fake. It was stolen."

Mother 'unfriended'

Ms Hanna admits that the email address she had used to set up her account was no longer active, so Facebook could not send her a reset link to unlock it.

But she was disappointed that one of Facebook's automated suggestions was to delete the account.

"After 10 years of building it up, using it for my career as an independent musician, I thought that was not acceptable. It felt like a kick in the guts after 10 years of devoted data entry."

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