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Orchard Park woman, who relies on Instacart, continues to wait more than 2 months for account to be unlocked

Instacart
Posted at 7:08 PM, Mar 21, 2022
and last updated 2022-03-23 12:12:00-04

ORCHARD PARK, N.Y. (WKBW) — Since January 23, Kim Proctor of Orchard Park says her Instacart account has been locked for an unknown security reason.

"I really depend on the service, and need it," explained Proctor. She said health issues make it difficult to go to the grocery store, and she doesn't own a car. Proctor's family has taken her to get groceries recently, but she said she doesn't want to keep bothering them.

UPDATE: Since this story first aired, Instacart got back to 7 Problem Solvers asking for Proctor to message them on Facebook. She did in the exchange below. 7 Problem Solver Michael Schwartz reached out again to Instacart for the next steps.

Instacart Facebook Message

Proctor has been, "very pleased" with Instacart since she joined the shopping app in November, but has been very frustrated in the past two months.

"It's just ridiculous such a little problem can't be corrected in eight weeks," said a frustrated Proctor.

Proctor reached out to 7 Problem Solvers asking for help. She said she called the company 12-15 times, and even emailed back forms that the company told her to complete. Proctor said said she hasn't heard anything.

Last week Schwartz emailed Instacart, but has not heard back. On Monday, Schwartz called the company with Proctor on the line. A representative told them that the situation has been escalated and apologized. The representative said Proctor would get a call by Monday night, but unfortunately that did not happen.

7 Problem Solvers will stay on this story until it's resolved for Proctor. In the meantime, if you have a consumer issues you need addressed, email Michael at 7ProblemSolvers@wkbw.com

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Have a problem you need help getting solved? Fill out this form so that Michael Schwartz and the 7 Problem Solvers team can take a look.
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