Recently I’ve had cause to contact social networking site Bebo due to an old profile which claims to represent my company, Mojo Media Ltd (under UK law use of the term LTD has specific meaning).

Naturally I was keen to have the profile amended or deleted so as not to cause confusion for anyone searching on my brand name and I used Bebo’s contact page to ask them how to proceed. I fully expected that getting the changes I requested would take time, as they would have to ascertain that I had authority for the company name in question. What I didn’t expect was to experience the worst customer service I’ve ever had to endure.

Unfortunately I didn’t keep a record of my original enquiry, but I certainly outlined the issue explaining that:

• 1) I wasn’t a member of Bebo myself
• 2) I was the managing director of the company in question
• 3) The registered company number (as issued by Companies House)
• 4) A link to the Companies House record for the company (which shows the registered company address, which they could have used to authenticate my claim)
• 5) I wished the profile to be either deleted entirely, or amended to remove all references to my company name

The following day I received a response advising me to submit an abuse report for the profile in question, this I duly did and a day later was met with the following response:

You recently reported abuse for member Mojo Media on April 17, 2009. The best thing for you to do is block this person from your profile. If you ignore this person chances are they will get bored and leave you alone. I have provided instructions below on how you can do this….Please note that this matter has now been CLOSED.

There was no way to respond to this directly, if I had questions or comments, I should you the “contact us” form.

Very annoyed, I left it for a few days and then tried again, submitting the following (again via the contact form). From here on in, I’ve copied and pasted the “conversation” with Bebo’s support department as shown on the support ticket (with a few spelling mistakes corrected).

Your Question – 23 days ago
PLEASE READ CAREFULLY! This is the 3rd time I’ve contacted you about this problem, and so far I have been bounced from here to the abuse page and back again.

The following profile is falsely claiming to be run by Mojo Media Ltd:

http://www.bebo.com/Profile.jsp?MemberId=5273460358

As the owner and managing director of the REAL Mojo Media Ltd, I would like this profile to either be removed from your site, or for all references to “Mojo Media” and “Mojo Media Ltd” to be removed from it.

The profile is causing confusion for my clients and is creating a false and negative image of my company.

I have tried using the report abuse link as I was previously told, but the response I received was irrelevant to the situation I outlined.

I am very disappointing that a major online service like Bebo can’t sort out a realtively simple issue like this without wasting my time and effort.

You can verify that I am responsible for Mojo Media Ltd by writing to the registered company address, which you can get from Companies House (http://wck2.companieshouse.gov.uk/dcfa81573117dbfdc4391f740c067791/compdetails) the UK registrar for Limited companies.

Please don’t send me around the houses again,

Regards

Katy Bairstow
Managing Director
Mojo Media Ltd

Bebo Support Answer – 22 days ago
Hello

Our records show you do not have a membership at Bebo.com under the email address ****@*******.com.

There are two options open to you now:

1) Open a new support ticket from the email address your Bebo membership is registered to (if different to katy@wearemojo.com) if you are inquiring about an existing account. We are unable to provide any Bebo account assistance to any email address other than the one associated with the account.

Or

2) Click this link now to register as a member of Bebo.com: http://www.Bebo.com/Register.jsp

To reply, please use the link in this email. Thank you.

Kindest Regards
Bebo Support

Your Question – 22 days ago
One of your members is misrepresenting my company – why should I need to become a member in order for you to deal with this? Of course you need to establish the legal owner of the company, but that isn’t achieved by me signing up to your service, as anyone could do that. Indeed they already have – that’s the whole point!

However, in order to get this rigmarole over and done with, I have now registered with this email address.

Now will you please advise on how I get the fake Mojo Meda removed before I have to consider my legal options!

Thank you
Katy Bairstow

Bebo Support Answer – 22 days ago
Hello

Thank you for contacting us about this matter. We sincerely appreciate your concern.

In order for us to handle this properly, please use the REPORT ABUSE link located on the member in question’s page under their profile photo.

Be sure to include as much specific details and examples as possible. Be sure to tell us exactly where on Bebo to find the content you are reporting (i.e. comments, name of photo/album, etc.).

What if their profile is set to PRIVATE?
The Report Abuse link is also available on the ‘Bebo – Sorry, No Can Do’ page if the profile is set to private.

I Don’t See The Link To Report Abuse!
If you try to access a member’s profile and do not see the option to either Report Abuse, Add As A Friend, or Block, that means the account has already been canceled.

Each abuse case is dealt with individually. When a Bebo member is reported, we do not disclose the details of the member who reported them.

To file an abuse complaint please follow the instructions below:

1) Visit www.Bebo.com (existing members can sign-in using your email address/username and password), non-members go to Step 2.

2) Navigate to the profile page of the person you wish to report. Existing members can do this by clicking on their username or photo next to any content they have made on your ‘Profile’ page or mail message they sent to you. Alternatively, access their profile by going to http://www.bebo.com/username

3) On the member’s profile page, find the ‘Report Abuse’ link located under their profile photo and click on it.

4) Complete the form providing us with as much information as you can, including the EXACT location of the content you are referring to. You can also submit any links to content. All content on Bebo has a unique ID number. This number is at the end of the links displayed for each item or page on the address bar.

All profile pages include a ‘Report Abuse’ link to encourage members to report potential problems to us. We promptly review all reports of abuse, issue conduct warnings to members as necessary, and cancel the membership of anyone found violating our member conduct policies. We are unable to enter into discussions and will not get directly involved in disputes between members.

Please contact me again if you still need my help.

Kindest Regards
Bebo Support

Your Question – 22 days ago
I was told to do this the first time I contacted your department. I dutifully did as instructed, but received the following response. I think you’ll agree the response is not applicable to my situation.

———-

Katy Bairstow

You recently reported abuse for member Mojo Media on April 17, 2009. The best thing for you to do is block this person from your profile. If you ignore this person chances are they will get bored and leave you alone. I have provided instructions below on how you can do this.

To block/unblock a member follow these steps:

1) Visit www.bebo.com and sign-in using your email address or username and password.

2) Navigate to the profile of the person you wish to block. You can do this by clicking on their username or photos in your profile. Alternatively, access their profile by going to http://www.bebo.com/username .

3) Under their profile photo, find the ‘Block’ link and click on it.

4) Click the button ‘Block This Member’.

Please note that this matter has now been CLOSED.

——–

Bebo Support Answer – 20 days ago
Hi

There are two methods you can use to change a password on Bebo:

1) If you have lost or forgotten your password we can send an email to you with a link for you to reset your password. To receive this email you must click the link ‘password’ on the ‘Sign In’ page and then enter your email address.

2) If you already know your password, you can change it by signing in (using your email address or username and password), clicking the ‘Settings’ link ( located on the top right hand side of each page next to ‘Search’) followed by the link ‘Change Password’.

In order for someone to gain access to your Bebo password using method one, they would have to have access to your email account.

Never give out your email account’s password and if you share a computer with other people do not use the auto sign in option and always sign out of your email account when you leave the computer.

It is important to verify your primary email address on Bebo. In order for someone to hack your account using method two, they would have to either know or have guessed your Bebo password.

Never give out your password.

For added security, we recommend using numbers as well as letters in your Bebo password.

You can change your Password by doing the following:

1) Visit www.Bebo.com and sign-in using your email address or username and password.

2) Once signed in, click the ‘Settings’ link on the top right hand side of each page next to ‘Search’.

3) Select the option ‘Change Password’.

4)Make the changes you wish.

5) Click the SAVE button. I hope this helps.

Kindest Regards
Bebo Support

Your Question – 19 days ago
What?

Can someone PLEASE actually read my complaint!

This is without doubt the worst customer service experience I have even endured.

Bebo Support Answer – 18 days ago
Hello

When a Bebo member is reported, we do not disclose the details of the member who reported them.

We are unable to enter into discussions regarding the specifics of the report and will not get directly involved in disputes between members.

Each abuse case is dealt with individually. The person making the report and the member being reported may or may not receive communication from us following the report.

We promptly review all reports of abuse, remove inappropriate content, issue conduct warnings to members as necessary, and cancel the membership of anyone found violating our member conduct policies http://www.bebo.com/TermsOfUse.jsp.

Please contact me again if I can be of further assistance.

Kindest Regards
Bebo Support

Your Question – 18 days ago
So does that last message mean it is being looked into?

Bebo Support Answer – 18 days ago
Hello

Thank you for contacting us about this matter. We sincerely appreciate your concern.

In order for us to handle this properly, please use the REPORT ABUSE link located on the member in question’s page under their profile photo.

Be sure to include as much specific details and examples as possible. Be sure to tell us exactly where on Bebo to find the content you are reporting (i.e. comments, name of photo/album, etc.).

What if their profile is set to PRIVATE?
The Report Abuse link is also available on the ‘Bebo – Sorry, No Can Do’ page if the profile is set to private.

I Don’t See The Link To Report Abuse!
If you try to access a member’s profile and do not see the option to either Report Abuse, Add As A Friend, or Block, that means the account has already been canceled.

Each abuse case is dealt with individually. When a Bebo member is reported, we do not disclose the details of the member who reported them.

To file an abuse complaint please follow the instructions below:

1) Visit www.Bebo.com (existing members can sign-in using your email address/username and password), non-members go to Step 2.

2) Navigate to the profile page of the person you wish to report. Existing members can do this by clicking on their username or photo next to any content they have made on your ‘Profile’ page or mail message they sent to you. Alternatively, access their profile by going to http://www.bebo.com/username

3) On the member’s profile page, find the ‘Report Abuse’ link located under their profile photo and click on it.

4) Complete the form providing us with as much information as you can, including the EXACT location of the content you are referring to. You can also submit any links to content. All content on Bebo has a unique ID number. This number is at the end of the links displayed for each item or page on the address bar.

All profile pages include a ‘Report Abuse’ link to encourage members to report potential problems to us. We promptly review all reports of abuse, issue conduct warnings to members as necessary, and cancel the membership of anyone found violating our member conduct policies. We are unable to enter into discussions and will not get directly involved in disputes between members.

Please contact me again if you still need my help.

Kindest Regards
Bebo Support

Your Question – 17 days ago
Please provide me with contact details for a manager, this is intolerable.

Your Question – 10 days ago
I’d like to escalate this please, kindly provide me with contact details for a manager, or refer this support ticket upwards.

Thank you

My particular favorite it the one where they sent me details on resetting my password…

Thus far there have been no further responses from Bebo, and I have no choice but to write a letter to their office in California in the hope that something good can come out of this magnificent waste of my time!

If anyone from Bebo would like to step in, the ticket is still open (as far as I can tell) and you should be able to find it from the information given above.

If anyone else has had similar experiences with Bebo, or another social site, I’d love to hear about it in the comments!

Perhaps if I drop a line to the Consumerist I might get somewhere…