Hi, *My name is Caroline Arnaud. I am writing to you regarding a hacked Instagram accou...

GetHuman1629483's customer service issue with Facebook from November 2018

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Help with my Facebook issue
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GetHuman1629483's next move: go to the Facebook help center.
Facebook doesn't have a customer phone number that is answered by an agent. Instead, GetHuman1629483 will want to follow the link below to head to their help center. We will check on GetHuman1629483 later to make sure it's all set or try to help escalate.
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Before contacting them, items GetHuman1629483 may need:
Email on Account, Phone number on Account, Name of Account Holder, and Photo of Passport or Driver's License
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 GetHuman1629483's own words
Hi, *My name is Caroline Arnaud. I am writing to you regarding a hacked Instagram account. I have been trying for days to get in contact with Instagram and have received NO HELP. **I am replying to this email because my issue has NOT BEEN resolved. My account has been hacked and I cannot get in to my account. Therefore, I have tried to contact you guys through my mother's Instagram account, as well as through my boyfriend's account. I don't understand how you have "looked into" my report. **This past Friday night, my account was hacked and taken over. The hacker changed my username from "carolharnaud" to "torgmalia." The hacker also changed the phone number and email address associated with my account. I have no way to get into my account. The person is pretending to be me and has personal information of mine now. I reported the case as instruction through your help website and you responded saying it "appears to be resolved." It HAS NOT been resolved, in fact you have done nothing. My boyfriend, under username "mpoveromo" also sent a report to you guys but again, you failed to do anything. This is unacceptable. My account has been hacked and you are not helping me get it back. If you do not help me regain access and control over my account, legal actions will be taken. Please respond to this email as soon as possible.
GetHuman1629483 did not yet indicate what Facebook should do to make this right.
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Facebook

Customer service issue
Reported by GetHuman1629483
Nov 26th, 2018 - 10 mons ago
I have an issue with Facebook too
Not resolved
Seen by 3 customers so far
Similar issue to 229812 others
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Timeline
GetHuman1629483 started working on this issue
Nov 26th, 2018 6:12pm