I received a message on Facebook from two friends I have on there. The message was of a...

GetHuman-jennyjua's customer service issue with Facebook from July 2018

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GetHuman-jennyjua's next move: go to the Facebook help center.
Facebook doesn't have a customer phone number that is answered by an agent. Instead, GetHuman-jennyjua will want to follow the link below to head to their help center. We will check on GetHuman-jennyjua later to make sure it's all set or try to help escalate.
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Top Tip from another customer
If you believe your Instagram account was hacked and need to recover the account then click here https://help.instagram.com/contact/272476913194545?helpref=faq_content enter your username and email to the account, then click “Yes”. A new list should appear below so click “Yes” then “Yes” then “More than 10 weeks” then “2 weeks or less” from there click “Send”. You should be receive a response from Instagram within 24 -72 hours.
The issue in GetHuman-jennyjua's own words
I received a message on Facebook from two friends I have on there. The message was of a video and the caption mentioned my name and saying if I was the person in the video. I clicked on the video and I thought I got logged out of Facebook so I logged backed it and I believe that is where the hacker got my information. I have not been able to log in. I have changed my password multiple times afterwards. However, when completing the resetting of my password it asks me for a generator code and I don’t have that information because I’m not able to log in. In addition it has told me it has sent a SMS with the confirmation number but it doesn’t send to my phone but to the hackers. Please help me resolve this issue. It just happened today *********. And the hacker has been trying to hack other of my friends on Facebook.
GetHuman-jennyjua did not yet indicate what Facebook should do to make this right.
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Facebook

Customer service issue
Reported by GetHuman-jennyjua
Jul 27th, 2018 - 10 mons ago
I have an issue with Facebook too
Fixed
Seen by 25 customers so far
Similar issue to 84830 others
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Items needed
Email on Account
Phone number on Account
Name of Account Holder
Photo of Passport or Driver's License
Timeline
GetHuman-jennyjua started working on this issue
Jul 27th, 2018 2:00am
GetHuman-jennyjua indicated the issue is not fixed yet.
Jul 27th, 2018 4:29am