We tried the process to verify it was her account, but after being asked to submit passport photo + her photo, the ticket stops progressing for the past 2 months and it has been very frustrating for us. The account has years of my mom's photo that wasn't backed up elsewhere. If there happens to be any engineer passing by that can escalate this internally, I would be much appreciated.
Facebook's "user support" is getting to the point where Google's support is looking like a sane one. At least the automated system works when it is supposed to. I got a couple of really weird behaviors trying to unlock the account: the system asked to select an item from an empty list to send 2FA code. The initial sms 2FA code that we received when the attacker tried to login somehow got wrong encoding data (utf8 vs utf16), which shows up as non sensical Chinese character.