I can't speak for Meta/Facebook specifically, but other major services like Google & Microsoft absolutely previously had human customer service.
I used to do over the phone technical support for a major PC vendor in the early/mid 2000s and the goal was to solve every customer's problem (in the shortest amount of time, ofc). But that type of stuff is gone in the US. Even with major ISPs/phone companies/banks you are routed to an AI TTS chatbot to try to solve your problem or route you around in confusion until you get lost/fed up and just quit.
I used to do over the phone technical support for a major PC vendor in the early/mid 2000s and the goal was to solve every customer's problem (in the shortest amount of time, ofc). But that type of stuff is gone in the US. Even with major ISPs/phone companies/banks you are routed to an AI TTS chatbot to try to solve your problem or route you around in confusion until you get lost/fed up and just quit.