We had a case where our ad account got hacked through an agency that was managing it and set up ads for enormous amounts, which drained all our funds within 2 days. After praising and trying to get it solved and refunded, after 6 months we still haven’t come to a conclusion with Facebook’s poor customer service. During that time we were unable to use their platform to recover the funds on the ad accounts. I’m not sure how they plan to improve the customer service, but this attempt just feels like pouring more frustration to our team with Facebook.