MoneyConsumer AlertsTaking Action for You


9/11 survivor says Facebook locked her out of her account, keeping her from accessing support group

User says social media giant locked her out twice
Posted at 9:14 AM, May 08, 2019
and last updated 2019-05-08 09:14:27-04

PALM HARBOR, Fla. — Anne Koster said she walked down 81 stories after the first plane hit the north tower — just 9 floors above where she worked — on September 11, 2001.

Koster, who now lives in Palm Harbor, said she still battles with severe bouts of post-traumatic stress disorder.

“There’s a group on Facebook; a lot of people with PTSD,” said Koster. “We help each other out.”

TAKING ACTION FOR YOU | Kia and Hyundai fires could drive up insurance rates

Koster said she changed her password in March after suspecting her account was hacked and found herself locked out of Facebook and cut off from her support network.

“They told me to shut down the account and open up a new one,” said Koster.

Then Koster says Facebook locked her out of the second account and she wasn’t able to log back in — despite multiple attempts.

After hearing her story, ABC Action News reached out to Facebook. The social media giant refused to comment on what may have happened in this case but did restore access to Koster’s account.

A Facebook spokesperson said that in many cases, people lose access to their page after an account becomes compromised. Facebook says it has developed a special section to help people in those cases at