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Facebooks' AI is not recognizing hatespeech because specific words it flags are not being used. Once you try to find an area on Facebook you can report it by comment or phone call the area does not exist or they have a recording saying they do not take calls at this time.
Meanwhile their Help Center reporting is fine for tech support but not for community support, equal rights, and human decency. Facebook has now allowed a whole family to bullied by hatespeech it didn't recognize as hatespeech.
User's recommendation: Facebook dropped the ball.
Preferred solution: Remove the hatespeech comments and ban the accounts that appear to be fake saying the comments..