Toward the tail end of the Covid pandemic, Katya Karlova’s career morphed from fashion model to Instagram influencer. As businesses started to reopen, Karlova started posting photos of herself on the app to connect with other photographers, leading to more opportunities.
Her following on the photo-sharing service ballooned to over 250,000 people, the type of reach that attracted brand partnerships. Clothing companies like Secrets in Lace, which sells nylon stockings and lingerie, paid Karlova to promote their products in her videos.
Karlova, who lives in Los Angeles, even became a verified Instagram user, signifying at the time that she was “notable and unique,” according to Instagram’s help center.
But the party ended in a hurry.
When Meta, the parent company of Facebook and Instagram, began its cost-cutting spree in late 2022 and amped it up this year, Karlova’s Instagram account turned into collateral damage. As part of the company’s two rounds of layoffs, equaling roughly 21,000 job cuts, Meta gutted wide swaths of its customer service operation, leaving influencers and businesses with nobody to contact about their accounts.
For Karlova, that meant internet scammers were suddenly given free rein to her profile, stealing her photos and creating fake accounts that they could use to deceive Instagram users, in some cases convincing them to send money for what they described as adult-related content.
“This is really damaging,” Karlova said in an interview. “This is my brand and I work really hard to build it to be something impactful and positive.”
Even prior to the cost cuts, Karlova said Instagram failed to quickly remove fake accounts when she would report them despite the fact that new fraudsters would pop up by the week. She thought that, in becoming a verified user two months ago, she would receive a higher level of support.
However, she soon realized that her requests for help continued to go unattended, telling CNBC it’s “literally like it goes into the void.”
According to former Meta employees and documents filed to the U.S. Department of Labor, many of the layoffs affected staffers in client support, customer experience and communities.
CNBC spoke with influencers, small businesses and Meta account managers as well as a half-dozen former contractors and former Meta employees about the deterioration in customer service at the company since the job cuts began in November. Taken together, they tell the story of a company whose quick pivot in late 2022 from rapid expansion mode to forced contraction had an outsized impact on parts of the business that don’t generate revenue.
The slashing of customer service has left Meta unable to address user issues ranging from people being locked out of their accounts to software bugs not getting fixed in Facebook Groups. It’s long been a challenge for Meta, given that Facebook and Instagram are used daily by billions of people. In August, Meta’s vice president of global affairs, Brent Harris, told Bloomberg News the tech giant was looking to improve its support.
A Meta spokesperson declined to comment for this story but sent CNBC examples of various ways the company has invested in customer service in recent years, including a small test of a live chat support feature on Facebook and a support site for some creators.
‘We felt it’
MeLynda Rinker has a front-row seat to the chaos. She’s a Meta certified community manager, overseeing a massive Facebook group of users who love the color pink.
Each day, some of the more than 420,000 members of 50 Shades of Pink, a group created by Rinker in 2012, log onto Facebook to share photos of pink flowers, pink Cadillacs, pink spatulas, pink hair, pink sunsets and even pink telephones.
In early February, Rinker noticed a problem with Facebook’s backend system, which she uses to manage the group and track analytics and growth metrics. A graph indicated that 50 Shades of Pink was generating zero user activity. She knew something was broken.
Rinker needed to contact someone from Facebook for help, but when she called there was nobody home.
“The day that all those people got fired, we felt it — those of us on Facebook felt it,” said Rinker. “You could tell that things weren’t getting fixed, you could tell that there were struggles because they fired all these people, so the people that remain are working with less to get the same stuff done.”
Rinker was a member of Facebook’s Power Admins Global Program, an invite-only club for influential group managers. That distinction gave her access to Groups Support where she could get help from Facebook employees who could troubleshoot technical bugs and offer product suggestions.
Facebook shut down Groups Support in January. Several group administrators, who asked not to be named, said that in the absence of the customer support feature, trying to reach an employee through the more general help center often proves futile.
According to a screenshot shared with CNBC, Facebook notified group administrators on Jan. 19 that Groups Support would no longer be available as of Jan. 23. The message with the headline, “Saying goodbye to Groups Support,” didn’t provide an explanation for the change and referred administrators to various help pages and resources in case they experienced technical problems.
“Communities are still the heart of the Facebook mission, and we continue to look at meaningful ways to invest in communities, Groups and the Facebook experience at large,” the message said.
Rinker said she was eventually able to resolve the analytics bug by personally contacting a Meta employee who she knew to escalate the issue. But that’s a Band-Aid solution and not a long-term fix. Rinker said there’s one thing the company could do if it wants to prove it cares about supporting groups after promoting them “heavily” the last few years.
“We need to put support back with those groups in order to truly show those admins that what they’re doing is important,” Rinker said.
Yet several former employees said Meta’s mass layoffs would make it even more difficult to address the rise of user complaints as CEO Mark Zuckerberg tries to right the ship following a brutal 2022.
In February, Zuckerberg declared 2023 Meta’s “year of efficiency,” which includes “becoming a stronger and more nimble organization.” His comments bolstered the beaten-down stock. But they spelled deepening concern for those focused on customer experience.
An ex-employee said there were so many support complaints in 2022 that they bogged down the internal hotline called “Oops,” which people in customer service use to prioritize issues for friends, acquaintances and family members.
Mark Zuckerberg, chief executive officer of Meta Platforms Inc., demonstrates the Meta Quest Pro during the virtual Meta Connect event in New York, US, on Tuesday, Oct. 11, 2022.
Michael Nagle | Bloomberg | Getty Images
One way Meta is trying to address the problem is through paid subscriptions. In March, the company released a verification offering in the U.S. for a monthly fee of $11.99 on the internet and $14.99 on Apple iOS devices.
The company says Meta Verified helps people, particularly influencers, get extra account protection and monitoring as well as account support.
“Get help when you need it from a real person on common account issues that matter to you,” Meta said in promotional materials for the service. Meta Verified is not yet available for businesses, but multiple firms told CNBC that they expect it to be soon.
Nobody home for business calls
Amanda Holliday, a marketing consultant, said many of her business clients contacted her the weekend Zuckerberg first announced the testing of a subscription service. While Holliday said she tries to remind her clients “to have patience and perspective and gratitude” for platforms that give marketers huge reach, she’s recognized the growing frustration.
Holliday said it appears that the only people who get customer service are those who represent a company that’s spending heavily on advertising. “It’s pretty much impossible to get a hold of anyone,” she said. “They walk you through steps you need to do for things and then you’re just sort of left like holding your phone waiting, hoping that they got your request or issue, and then you don’t hear anything usually.”
Marc Bridge, CEO of online jewelry retailer At Present, said Meta’s customer-support team routinely contacts him because he’s been steadily reducing ad spending since Apple’s 2021 privacy change that made it harder to target users.
Bridge said Meta should consider putting more investment into keeping customers happy rather than chasing them after they’re gone, calling it a “missed opportunity.”
Now that Meta has become bottom line focused, it’s trying to quickly cut areas viewed as cost centers. Some former members of the Communities team, which is tasked with building and maintaining relationships with groups on Facebook, said they’ve struggled to justify how they directly help with profitability.
Last summer, Robert Lopez, a celebrity hairstylist for the ROIL Salon in Los Angeles, experienced a nightmare situation on Instagram that began with a seemingly innocent direct message from a friend in the industry.
The message told Lopez to check out his friend’s videos on Instagram. In the clips, his friend seemed to be bragging about making a lot of money in an investment deal. After chatting back and forth with the friend, Lopez found himself the victim of a phishing scam that resulted in his account being taken over by a hacker.
Making matters worse, the hacker threatened to release compromising videos that Lopez sent to his romantic partner via Instagram DMs if he failed to pay a $5,000 fee.
Lopez was able to reach Instagram support, but the people he wrote to said they couldn’t confirm his identity, leaving him helpless as the hacker ran roughshod over his account. He was finally able to get the situation fixed by a friend at the company, but plenty of damage had been done.
“I lost a lot of followers and that does affect my work,” Lopez said, noting that companies monitor accounts when they’re considering product sponsorship deals. “The more followers you have, the more you get paid.”
But the bigger problem for him going forward is that his inside source was laid off in November, meaning next time he may not be so lucky.
Lopez’s only other option is get help through the verification subscription. However, some influencers say Facebook has had such poor customer service that there’s no reason to pay for it.
Karlova said her Instagram account is still plagued by scammers who are eating into her income, causing continued stress in her personal and professional life. With all of the turmoil taking place inside Meta and the company’s focus on cost cuts, it’s hard to have confidence that management will get this right, she said.
More recently, Karlova said Instagram flagged five of her posts that the company’s content-moderating algorithms deemed sexual in nature, leading to a dip in her following. She said it was “a big deal because they flagged partnership posts that I created for brands, which could make brands not want to work with me and impact my earning potential.”
Karlova was finally able to contest the decision but not before her account suffered days of poor statistics.
“I’m just at a loss with the amount of issues with their algorithm and the fact that there’s no one to even speak to about this,” she said.
After all the problems she’s experienced, Karlova questions whether Meta will be able to provide better customer service. It seems less likely now that even fewer people are tasked with addressing support issues.
“I don’t know that they have the bandwidth or the people to do this,” Karlova said. “I just don’t see the implementation of it. I just don’t get how it would happen.”
Formula One F1 – United States Grand Prix – Circuit of the Americas, Austin, Texas, U.S. – October 23, 2022 Tim Cook waves the chequered flag to the race winner Red Bull’s Max Verstappen
Mike Segar | Reuters
Apple had two major launches last month. They couldn’t have been more different.
First, Apple revealed some of the artificial intelligence advancements it had been working on in the past year when it released developer versions of its operating systems to muted applause at its annual developer’s conference, WWDC. Then, at the end of the month, Apple hit the red carpet as its first true blockbuster movie, “F1,” debuted to over $155 million — and glowing reviews — in its first weekend.
While “F1” was a victory lap for Apple, highlighting the strength of its long-term outlook, the growth of its services business and its ability to tap into culture, Wall Street’s reaction to the company’s AI announcements at WWDC suggest there’s some trouble underneath the hood.
“F1” showed Apple at its best — in particular, its ability to invest in new, long-term projects. When Apple TV+ launched in 2019, it had only a handful of original shows and one movie, a film festival darling called “Hala” that didn’t even share its box office revenue.
Despite Apple TV+being written off as a costly side-project, Apple stuck with its plan over the years, expanding its staff and operation in Culver City, California. That allowed the company to build up Hollywood connections, especially for TV shows, and build an entertainment track record. Now, an Apple Original can lead the box office on a summer weekend, the prime season for blockbuster films.
The success of “F1” also highlights Apple’s significant marketing machine and ability to get big-name talent to appear with its leadership. Apple pulled out all the stops to market the movie, including using its Wallet app to send a push notification with a discount for tickets to the film. To promote “F1,” Cook appeared with movie star Brad Pitt at an Apple store in New York and posted a video with actual F1 racer Lewis Hamilton, who was one of the film’s producers.
(L-R) Brad Pitt, Lewis Hamilton, Tim Cook, and Damson Idris attend the World Premiere of “F1: The Movie” in Times Square on June 16, 2025 in New York City.
Jamie Mccarthy | Getty Images Entertainment | Getty Images
Although Apple services chief Eddy Cue said in a recent interview that Apple needs the its film business to be profitable to “continue to do great things,” “F1” isn’t just about the bottom line for the company.
Apple’s Hollywood productions are perhaps the most prominent face of the company’s services business, a profit engine that has been an investor favorite since the iPhone maker started highlighting the division in 2016.
Films will only ever be a small fraction of the services unit, which also includes payments, iCloud subscriptions, magazine bundles, Apple Music, game bundles, warranties, fees related to digital payments and ad sales. Plus, even the biggest box office smashes would be small on Apple’s scale — the company does over $1 billion in sales on average every day.
But movies are the only services component that can get celebrities like Pitt or George Clooney to appear next to an Apple logo — and the success of “F1” means that Apple could do more big popcorn films in the future.
“Nothing breeds success or inspires future investment like a current success,” said Comscore senior media analyst Paul Dergarabedian.
But if “F1” is a sign that Apple’s services business is in full throttle, the company’s AI struggles are a “check engine” light that won’t turn off.
Replacing Siri’s engine
At WWDC last month, Wall Street was eager to hear about the company’s plans for Apple Intelligence, its suite of AI features that it first revealed in 2024. Apple Intelligence, which is a key tenet of the company’s hardware products, had a rollout marred by delays and underwhelming features.
Apple spent most of WWDC going over smaller machine learning features, but did not reveal what investors and consumers increasingly want: A sophisticated Siri that can converse fluidly and get stuff done, like making a restaurant reservation. In the age of OpenAI’s ChatGPT, Anthropic’s Claude and Google’s Gemini, the expectation of AI assistants among consumers is growing beyond “Siri, how’s the weather?”
The company had previewed a significantly improved Siri in the summer of 2024, but earlier this year, those features were delayed to sometime in 2026. At WWDC, Apple didn’t offer any updates about the improved Siri beyond that the company was “continuing its work to deliver” the features in the “coming year.” Some observers reduced their expectations for Apple’s AI after the conference.
“Current expectations for Apple Intelligence to kickstart a super upgrade cycle are too high, in our view,” wrote Jefferies analysts this week.
Siri should be an example of how Apple’s ability to improve products and projects over the long-term makes it tough to compete with.
It beat nearly every other voice assistant to market when it first debuted on iPhones in 2011. Fourteen years later, Siri remains essentially the same one-off, rigid, question-and-answer system that struggles with open-ended questions and dates, even after the invention in recent years of sophisticated voice bots based on generative AI technology that can hold a conversation.
Apple’s strongest rivals, including Android parent Google, have done way more to integrate sophisticated AI assistants into their devices than Apple has. And Google doesn’t have the same reflex against collecting data and cloud processing as privacy-obsessed Apple.
Some analysts have said they believe Apple has a few years before the company’s lack of competitive AI features will start to show up in device sales, given the company’s large installed base and high customer loyalty. But Apple can’t get lapped before it re-enters the race, and its former design guru Jony Ive is now working on new hardware with OpenAI, ramping up the pressure in Cupertino.
“The three-year problem, which is within an investment time frame, is that Android is racing ahead,” Needham senior internet analyst Laura Martin said on CNBC this week.
Apple’s services success with projects like “F1” is an example of what the company can do when it sets clear goals in public and then executes them over extended time-frames.
Its AI strategy could use a similar long-term plan, as customers and investors wonder when Apple will fully embrace the technology that has captivated Silicon Valley.
Wall Street’s anxiety over Apple’s AI struggles was evident this week after Bloomberg reported that Apple was considering replacing Siri’s engine with Anthropic or OpenAI’s technology, as opposed to its own foundation models.
The move, if it were to happen, would contradict one of Apple’s most important strategies in the Cook era: Apple wants to own its core technologies, like the touchscreen, processor, modem and maps software, not buy them from suppliers.
Using external technology would be an admission that Apple Foundation Models aren’t good enough yet for what the company wants to do with Siri.
“They’ve fallen farther and farther behind, and they need to supercharge their generative AI efforts” Martin said. “They can’t do that internally.”
Apple might even pay billions for the use of Anthropic’s AI software, according to the Bloombergreport. If Apple were to pay for AI, it would be a reversal from current services deals, like the search deal with Alphabet where the Cupertino company gets paid $20 billion per year to push iPhone traffic to Google Search.
The company didn’t confirm the report and declined comment, but Wall Street welcomed the report and Apple shares rose.
In the world of AI in Silicon Valley, signing bonuses for the kinds of engineers that can develop new models can range up to $100 million, according to OpenAI CEO Sam Altman.
“I can’t see Apple doing that,” Martin said.
Earlier this week, Meta CEO Mark Zuckerberg sent a memo bragging about hiring 11 AI experts from companies such as OpenAI, Anthropic, and Google’s DeepMind. That came after Zuckerberg hired Scale AI CEO Alexandr Wang to lead a new AI division as part of a $14.3 billion deal.
Meta’s not the only company to spend hundreds of millions on AI celebrities to get them in the building. Google spent big to hire away the founders of Character.AI, Microsoft got its AI leader by striking a deal with Inflection and Amazon hired the executive team of Adept to bulk up its AI roster.
Apple, on the other hand, hasn’t announced any big AI hires in recent years. While Cook rubs shoulders with Pitt, the actual race may be passing Apple by.
Tesla CEO Elon Musk speaks alongside U.S. President Donald Trump to reporters in the Oval Office of the White House on May 30, 2025 in Washington, DC.
Kevin Dietsch | Getty Images
Tesla CEO Elon Musk, who bombarded President Donald Trump‘s signature spending bill for weeks, on Friday made his first comments since the legislation passed.
Musk backed a post on X by Sen. Rand Paul, R-Ky., who said the bill’s budget “explodes the deficit” and continues a pattern of “short-term politicking over long-term sustainability.”
The House of Representatives narrowly passed the One Big Beautiful Bill Act on Thursday, sending it to Trump to sign into law.
Paul and Musk have been vocal opponents of Trump’s tax and spending bill, and repeatedly called out the potential for the spending package to increase the national debt.
The independent Congressional Budget Office has said the bill could add $3.4 trillion to the $36.2 trillion of U.S. debt over the next decade. The White House has labeled the agency as “partisan” and continuously refuted the CBO’s estimates.
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The bill includes trillions of dollars in tax cuts, increased spending for immigration enforcement and large cuts to funding for Medicaid and other programs.
It also cuts tax credits and support for solar and wind energy and electric vehicles, a particularly sore spot for Musk, who has several companies that benefit from the programs.
“I took away his EV Mandate that forced everyone to buy Electric Cars that nobody else wanted (that he knew for months I was going to do!), and he just went CRAZY!” Trump wrote in a social media post in early June as the pair traded insults and threats.
Shares of Tesla plummeted as the feud intensified, with the company losing $152 billion in market cap on June 5 and putting the company below $1 trillion in value. The stock has largely rebounded since, but is still below where it was trading before the ruckus with Trump.
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Tesla one-month stock chart.
— CNBC’s Kevin Breuninger and Erin Doherty contributed to this article.
Microsoft CEO Satya Nadella speaks at the Axel Springer building in Berlin on Oct. 17, 2023. He received the annual Axel Springer Award.
Ben Kriemann | Getty Images
Among the thousands of Microsoft employees who lost their jobs in the cutbacks announced this week were 830 staffers in the company’s home state of Washington.
Nearly a dozen game design workers in the state were part of the layoffs, along with three audio designers, two mechanical engineers, one optical engineer and one lab technician, according to a document Microsoft submitted to Washington employment officials.
There were also five individual contributors and one manager at the Microsoft Research division in the cuts, as well as 10 lawyers and six hardware engineers, the document shows.
Microsoft announced plans on Wednesday to eliminate 9,000 jobs, as part of an effort to eliminate redundancy and to encourage employees to focus on more meaningful work by adopting new technologies, a person familiar with the matter told CNBC. The person asked not to be named while discussing private matters.
Scores of Microsoft salespeople and video game developers have since come forward on social media to announce their departure. In April, Microsoft said revenue from Xbox content and services grew 8%, trailing overall growth of 13%.
In sales, the company parted ways with 16 customer success account management staff members based in Washington, 28 in sales strategy enablement and another five in sales compensation. One Washington-based government affairs worker was also laid off.
Microsoft eliminated 17 jobs in cloud solution architecture in the state, according to the document. The company’s fastest revenue growth comes from Azure and other cloud services that customers buy based on usage.
CEO Satya Nadella has not publicly commented on the layoffs, and Microsoft didn’t immediately provide a comment about the cuts in Washington. On a conference call with analysts in April, Microsoft CFO Amy Hood said the company had a “focus on cost efficiencies” during the March quarter.