Why are people saying that Facebook doesn't have a support service?

I tried posting on this subreddit before about my business account on facebook getting hacked months ago and the problems I had with facebook support being super unhelpful with fixing all the damage. The only responses I got to my previous post on here kept saying that facebook doesn't have any support services and when I correct them they just stopped responding.

But they definitely have a support service. I hear people saying they don't have support staff at call centers handling anything, but I definitely got a call from meta support staff at one point. They were able to handle some things for me.

Here is the one they have specifically for businesses :

https://business.facebook.com/business/help

You put in a support request on that page and they say they'll message you later on. You get a message from meta support in facebook messenger and they start working things through with you. I did manage to get a few things fixed through those conversations so they have access to those systems clearly. I see no reason to think that they have no support service, or that these were somehow hackers pretending to help me fix what other hackers had done. How could hackers create a fake support URL so deep in the architecture of the overall facebook website? How does that make sense? Because that's the portal through which I put in the support request and was told I would be contacted through facebook messenger shortly and then was.