Ault had purchased the $14.99 US Meta Verification tier, assuming it would grant access to a human representative; instead, an AI chatbot immediately closed her ticket, offering no opportunity for human intervention.

She is not an isolated case—numerous Canadians have reported sudden account deletions followed by impassable walls of automated chatbots that lack the authority or nuance to address the complexities of their situations.

A recent global survey of 34,000 consumers, service agents and executives revealed that 50 % of respondents identify a lack of empathy as the chief frustration with AI‑driven support, while 87 % still prefer telephone contact; paradoxically, merely 7 % of senior executives intend to elevate human channels.

Scholars such as Ela Veresiu attribute the surge in AI adoption to the promise of lower operational costs, yet they caution that algorithmic agents are fundamentally ill‑equipped to answer intricate ‘why’ inquiries, a shortcoming that can translate into tangible consumer harm.

Legal commentators, including Jon Festinger and Shion Guha, argue that statutory safeguards are indispensable; they point to the EU’s Digital Services Act as a viable template and highlight persistent lacunae in Canadian consumer legislation that leave users without a clear avenue for redress.