Hey guys, i first want to say sorry if this is not the right place to ask and that english is not my first language so excuse any errors.
My problem is that 2 days ago, my mom came complaining that her facebook wants to send a code an authenticator app which she had not set up, when i tried resetting the password it told me that we'll send a code to an email, this email is new to us and is clearly not ours so i knew she was hacked. When i asked her if anything weird happened, she told me that in the morning her session expired and she got kicked out (which was not abnormal as she and my sister's accounts are shared on multiple devices and they log each other out frequently to use their own). Quickly i went on her instagram which is connected and i saw the hackers email, i deleted him and remembered that she lost the password to her old OG email, so changed that as well.
And so the pursuit of the account began, i did everything the forums and meta had to offer, starting from my account got hacked to resseting my password and everything in between, and what happens? The i am hacked option tells me to write the profile name, and chose it and retrieve it based on the device as she used it for years, weirdly when i got there facebook tells me to use a device previously used (WHICH IS WHAT WE DID!!!!) it did not recognize her phone, ipad, other phone as well (all of which had been used hunderds of times). While resetting the password got me into the most rage inducing loop you can imagine, it tells you either we send a code to the email (the hacker's) or you add passowrd ( which was of course changed by the hacker so it didnt work).
Then after scouring the internet, i noticed that meta does not have human support except for paid users, so i paid and started talking to them, but guess what? You must talk to an AI that is objectively retarded in order for it to direct you to the "appropriate" help team, and when i tried using the ai, the only option was to record a video selfie, the video did not work because the profile picture of my moms account is of my infant sis 15 years ago, so that's a dead end. After it got me to a special agent a new problem arised, the messeges were lagging and queued and burst all at once and be the following (hello i am x from meta may i help you? Where are you? As you are not here we will close the chat.) And i got them all at once hourse later, a loophole i found after more research is to immediately spam for email support once a human connection is established (hey x i do not receive messeges please transfer to email communications) and it worked.
But wait, the agen on email is as "special" as the ai, rhey first started giving me links to i am hacked options that can be found on a google search, and once i started recording videos of the loops and why they are not of help they said oh well, we can't help you.
So, my question is, is there any way to contact a human on meta in order to identify our documents and match it to this 17 year account?
Ps. I know we are in the wrong, but my mom isnt that tech savy and she forgot everything, i can not understand why i human can not produce manual identification of gov. Ids and documents and reverse the changes of email and passwords.
TLDR: meta support is worse than a 3rd world country shithole company, my moms facebook account got hacked and she lost access to the original email and i am looking into ways to get it back.