My account was hacked. Now my rank is too high and my Apex coins are gone.

Today I found out that my account was hacked. I quickly regained controle of my account and set up 2 factor authentication. When I logged in to my account all my Apex coins where spent and my rank almost doubled. When I contacted customer support they proceded with removing my 2 factor authentication to set it up again. After that they told me that the purchases and my rank could not be reverted. They coudn't even give me the Apex coins out of leniency. Now my coins are spent so I won't be able to buy the next season pass, and i'm stuck playing against players of a much higher rank than me. Needless to say that kind of ruined the game for me.

Customer service says that they would like to help me but they don't have the apropriate tooling and rights for it.

Here are the 2 transcripts of my customer support chats (anonymised). I got a little bit pissy at the end of the first one: 

"Customer Service Employee 1" (23-2-2020 17:41:57): Thank you for contacting EA HELP, my name is "Customer Service Employee 1", may I start with your first name please?
(23-2-2020 17:42:17): Hi "Customer Service Employee 1", I'm "My name"
"Customer Service Employee 1" (23-2-2020 17:43:01): Hi "My name"
I could see you have contacted us regarding hacked account. Please explain the issue so that I could assist you better.
(23-2-2020 17:43:53): a friend of mine allerted me a few hours ago that I was online with a chinese description of apex legends in origin
(23-2-2020 17:44:03): so i figured my account was hacked
(23-2-2020 17:44:23): i've reset the pasword and activated 2 factor authentication now
(23-2-2020 17:44:42): I just got home and started the game to see the damage
(23-2-2020 17:45:41): The hacker played some ranked (way above my level) and it looks like he spent all my Apex coins on those loot boxes
(23-2-2020 17:46:55): so if at all posible, could you revert my acount to the state it was in 2 or 3 dayes ago. so my rank is at my actual player level and my apex coins are back
"Customer Service Employee 1" (23-2-2020 17:48:59): Ah! I understand how inconvenient it could be if you face the account security issue, rest assured, I will do my best to resolve your issue.
(23-2-2020 17:50:41): Thanks
"Customer Service Employee 1" (23-2-2020 17:51:25): I will ask you a few questions to locate your account first and then help you in securing the account after verifying account ownership. Is that okay?
(23-2-2020 17:51:36): of course
"Customer Service Employee 1" (23-2-2020 17:52:58): May I please have the associated email id with the account and the origin username to locate the account and check?
(23-2-2020 17:53:24): "My first E-mail"
(23-2-2020 17:53:45): "My username"
"Customer Service Employee 1" (23-2-2020 17:57:01): Thank you for the information. Would you please allow me some time to get this checked?
"Customer Service Employee 1" (23-2-2020 17:57:18): I'm going to deactivate your account temporarily to make sure no one else has access to it. I'll reactivate it again once we're done re-securing it.
(23-2-2020 17:57:44): yeah no problem. i've allready resecured my account though
(23-2-2020 17:58:01): it has a new password and 2 factor authentication now
"Customer Service Employee 1" (23-2-2020 17:58:20): That's great, however it was not completely secured.
"Customer Service Employee 1" (23-2-2020 17:58:21): Now, let's reset your password. I'm going to send you an email with a link in it. Click to the link to set up a new password, then let me know when you've done that.
(23-2-2020 17:58:34): ok
(23-2-2020 18:00:53): done
"Customer Service Employee 1" (23-2-2020 18:01:17): Great!Do you have any secondary email, which I can update here as a backup?
(23-2-2020 18:01:43): yeah you can use "My second E-mail"
"Customer Service Employee 1" (23-2-2020 18:01:59): I've emailed you a 6 digit code in secondary email, Can you check your email and read the code to me?
(23-2-2020 18:02:16): 996634
"Customer Service Employee 1" (23-2-2020 18:02:29): Alright
"Customer Service Employee 1" (23-2-2020 18:02:30): I'll go ahead and reactivate your account so we can help make it even more secure.
"Customer Service Employee 1" (23-2-2020 18:02:44): To help make your account more secure, you can set up Login Verification. To do that, go to www.origin.com and log in. Once you're logged in, hover over your EA ID in the bottom corner of the screen, then click EA Account and Billing to get to your settings. Click on Security, then click Turn On under Login Verification.
"Customer Service Employee 1" (23-2-2020 18:02:49): Please choose secondary email or sms verification or app authentication because primary email will take more time for verification code.
"Customer Service Employee 1" (23-2-2020 18:02:52): Please enable it and let me know so that I can cross check it on my tool and both of us can get assured about your account security.
(23-2-2020 18:05:53): It's activated
"Customer Service Employee 1" (23-2-2020 18:07:01): Fantastic!! So now your account is double secured.
"Customer Service Employee 1" (23-2-2020 18:07:10): Now please check if everything is working fine or not?
"Customer Service Employee 1" (23-2-2020 18:07:47): Also I would like to inform you, if there will be any content missing in other EA games or EA mobile games of your account, you can let me know or can contact us later, we will help you with the same.
(23-2-2020 18:09:35): everything works fine now. there is some content missing though
"Customer Service Employee 1" (23-2-2020 18:09:49): May I know the name of missing contents?
(23-2-2020 18:09:57): all my apex coins are spent and my rank is way too high
"Customer Service Employee 1" (23-2-2020 18:10:19): May I know, how many apex coins are used?
(23-2-2020 18:11:57): i bought the 2000+150 coins pack and only ever spent it on 1 season pass
(23-2-2020 18:12:35): so that would mean 2150 - 950 + 400 that i've earnd though the battle pass
(23-2-2020 18:13:05): so 1600
"Customer Service Employee 1" (23-2-2020 18:14:17): Okay, when did the last time you have see these coins on your account>?
(23-2-2020 18:14:47): i think the last time i played was 3 or 4 days ago
(23-2-2020 18:14:53): i can check to be sure
(23-2-2020 18:15:37): last friday at about 8:30 i stoped playing last time
(23-2-2020 18:16:14): i dont know if my balance was 1500 or 1600 then as the hacker played trough a few battle pass levels
"Customer Service Employee 1" (23-2-2020 18:16:24): Okay
(23-2-2020 18:17:46): that's 8:30 PM by the way
"Customer Service Employee 1" (23-2-2020 18:17:57): Please allow me few minutes to get this checked
(23-2-2020 18:18:17): no problem, thanks
"Customer Service Employee 1" (23-2-2020 18:23:10): Thank you for waiting
"Customer Service Employee 1" (23-2-2020 18:24:14): I consulted it with my specialist team and unfortunately we can not restore the missing coins in case of compromised account in Apex
"Customer Service Employee 1" (23-2-2020 18:24:58): However, we can help you with securing your account completely which we have done already
(23-2-2020 18:26:26): well that is odd. it's not like i'm asking for more coins. idealy i would like my account to be reverted to the state it was in a few days ago, coins rank and all
"Customer Service Employee 1" (23-2-2020 18:27:09): I wish I could restore it however, as you know that all system is automatic and controlled by servers and we can't overwrite the servers therefore we cannot alter it through any tools or other manual options.
(23-2-2020 18:27:50): the least you could do then is to give me my coins back
"Customer Service Employee 1" (23-2-2020 18:29:22): I wish we could but sad part is that we do not have option to compensate at all in apex hacked account issue and I have already confirmed it for you with my specialist team and they denied it.
"Customer Service Employee 1" (23-2-2020 18:32:04): Apart from this, is there anything else I may assist you with?
(23-2-2020 18:32:25): well, tell the specialist team that i think that's absolutly dispicable. it's bad enough that my progress is ruined, but now my money has been taken as well. even if I play to lvl 110 i woudn't be able to get the next seasons pass. and with this experience I won't ever spend a single cent on the game.
"Customer Service Employee 1" (23-2-2020 18:33:35): I understand your issue and I really wish I can help you however as per the process it won't be possible. Hope you understand my limitations.
(23-2-2020 18:35:17): yeah, I've done customer service work as well. I know the position your in. i'm just sad that your companies policy is this ❤️❤️❤️❤️ up money graby
"Customer Service Employee 1" (23-2-2020 18:36:08): Thank you. If you like I can surely share this as the feedback with our game team so that they can look into it for all the players.
(23-2-2020 18:36:21): so spending money on it was clearly a bad idea.
(23-2-2020 18:36:24): yeah please do
(23-2-2020 18:36:48): because i'm pretty sure you guys just lost a player
"Customer Service Employee 1" (23-2-2020 18:38:02): Surely, I will share this feedback with our team as we don't like to see our customers upset and inconvenienced.
(23-2-2020 18:38:11): It's not like restoring virtual coins involves any actual costs. but getting me this angry does lose you future income
"Customer Service Employee 1" (23-2-2020 18:38:17): Please let me know, if you need any other help
(23-2-2020 18:38:21): and a lot of bad reviews
(23-2-2020 18:39:19): unless you've got any anger management solutions I don't think you can be of any help. Tell your specialist team they are ❤️❤️❤️❤️ and have a nice dat
(23-2-2020 18:39:23): day*
"Customer Service Employee 1" (23-2-2020 18:39:56): Thank you for contacting EA Help. For any queries with EA games, contact us or check our knowledge base at help.ea.com for self-help options and Answers.ea.com for in-game queries. Have a great day ahead, Take care 🙂
(23-2-2020 18:40:41): don't give me that smiley, you know neither of us is smiling right now

"Customer Support Employee 2" (23-2-2020 20:17:35): Thank you for contacting EA HELP, my name is "Customer Support Employee 2", may I start with your first name please?
(23-2-2020 20:18:28): Hi "Customer Support Employee 2", I would like you to set this ticket to unresolved.
"Customer Support Employee 2" (23-2-2020 20:19:21): Surely!
"Customer Support Employee 2" (23-2-2020 20:19:30): May I please start with your name please?
(23-2-2020 20:19:42): "My name"
"Customer Support Employee 2" (23-2-2020 20:20:31): Hello "My name". Hope you are doing well.
"Customer Support Employee 2" (23-2-2020 20:21:02): As I can see that your Apex points are gone and rank is high. Am I correct?
(23-2-2020 20:23:01): please don't run trough the script again. I've did this whole thing before I'm not doing well. My problem was not resolved. The only thing that was resolved was setting up 2 factor authentification after the hack. which i allready did. the 2 main problems i have (being that the hacker spent all my apex coins and ranked me up like crazy) can't be resolved according to the last person I chatted with
"Customer Support Employee 2" (23-2-2020 20:23:39): Alright!
(23-2-2020 20:23:50): so I hate seeing the ticket being set to resolved while it's not
"Customer Support Employee 2" (23-2-2020 20:23:56): Will surely look into the matter for you.
"Customer Support Employee 2" (23-2-2020 20:24:14): May I please know the email address linked with the EA account?
(23-2-2020 20:24:33): What for?
"Customer Support Employee 2" (23-2-2020 20:24:54): To locate the exact account.
(23-2-2020 20:25:54): are you saying you can refund my apex coins and revert my rank where the other person coudn't?
(23-2-2020 20:26:28): because otherwise I don't see the point in going though this again.
"Customer Support Employee 2" (23-2-2020 20:30:24): I am checking the details with my available resources. Please allow me a few more minutes.
(23-2-2020 20:30:38): ok
(23-2-2020 20:31:14): if you want i can send you the transcript of the previous chat
"Customer Support Employee 2" (23-2-2020 20:32:48): Thank you for being online.
"Customer Support Employee 2" (23-2-2020 20:33:57): As I can see the account was secured previously, however, already shared the information that we are unable to grant the lost coins.
(23-2-2020 20:35:25): Yes I know. So the issue is unresolved. so please set the ticket to unresolved as I don't want this to show up as a resolved issue to EA HQ.
(23-2-2020 20:37:07): I shoudn't show up in the data as a happy and helped customer. Because i'm not
"Customer Support Employee 2" (23-2-2020 20:37:11): I am surely mentioning this in our case details.
"Customer Support Employee 2" (23-2-2020 20:37:39): I have already mentioned that.
(23-2-2020 20:37:58): I'll be content if it shows up as unresolved in my case overview
"Customer Support Employee 2" (23-2-2020 20:39:02): I have mentioned it in our case description.
(23-2-2020 20:39:38): and will it show up on my end? a resolved case description is unlikely to get checked
"Customer Support Employee 2" (23-2-2020 20:40:38): I have already mentioned that you are not satisfied with the resolution provided in our case notes.
"Customer Support Employee 2" (23-2-2020 20:40:56): I wish I could do this for you, however unable to do so.
(23-2-2020 20:41:31): I want EA to know i'm not happy. I want EA to know that they've lost a player due to this. I want them to know that you guys are unable to resolve the issue with the tools and rules given
(23-2-2020 20:42:36): So what are you supposed to do when a issue is unresolvable?
"Customer Support Employee 2" (23-2-2020 20:43:57): I certainly understand the concern, and I really want to assist you with the same, however our tools doesn't supports this.
(23-2-2020 20:45:08): so there is a place on the website to set it to resolved but there is no option for unresolved issues? Or is the problem that a unresolved issue will show up negatively on your record?
"Customer Support Employee 2" (23-2-2020 20:46:08): I understand personally that's quiet annoying.
(23-2-2020 20:46:20): because a mutiple times reopend issue will do the same.
"Customer Support Employee 2" (23-2-2020 20:46:21): I would request you to kindly write it on our forum.
"Customer Support Employee 2" (23-2-2020 20:46:46): So that it would come in notice of the team.
(23-2-2020 20:48:23): I will. Just like I'm planning to call the dutch callcenter when they open.
(23-2-2020 20:48:36): do you play Apex Legends yourself?
"Customer Support Employee 2" (23-2-2020 20:50:11): Yes, its definitely a nice game. I can surely get what you are actually feeling regarding the same.
"Customer Support Employee 2" (23-2-2020 20:50:25): Its quiet disappointing though!
(23-2-2020 20:51:25): how would you suggest that I play the game now that I'm forced to lose for the whole season because i'll only be ranked against way better players?
"Customer Support Employee 2" (23-2-2020 20:54:29): Yes I certainly understand, here Apex coins and the rank are very much important though. Trust me I get it how you are feeling right now. And trust me I myself feeling bad as due to the fact that I want to go ahead and assist you regarding the same, however bound to follow the system as well.
(23-2-2020 20:59:08): I get that. I worked in customer service myself. I did have the posibillity to refund though even if the script didn't say so. I'm not saying you should do that. I woudn't want you to lose your job or anyhing. I do however find it strange that In the system this will show up as a resolved issue. This should be unresolved and when your boss comes to you to be mad about it you should be able to relay that the problem exists due to your tooling and stict policy.
(23-2-2020 20:59:48): I recon your at a 3rd party company that does customer service for EA
(23-2-2020 21:00:35): EA should get acurate statistics about issues if they ever want to give you the correct tools to keep customers
"Customer Support Employee 2" (23-2-2020 21:00:53): Certainly, I am definitely going to share your valuable feedback so that the team works on the same. And I would also request you to write your feedback on our forum, that must place an impact surely.
(23-2-2020 21:01:25): I will
"Customer Support Employee 2" (23-2-2020 21:02:19): That would be great!
(23-2-2020 21:03:06): Is there some sort of "escalate issue" option you can press? That might help the case too.
"Customer Support Employee 2" (23-2-2020 21:03:11): We ourselves definitely want to assist all the players in such a way so that everyone is satisfied at the end, trust me.However, as you understand we are bounded sometimes.
"Customer Support Employee 2" (23-2-2020 21:03:38): I am surely forwarding the concern as mentioning in the case description.
(23-2-2020 21:04:26): Do you think that will reach the people who can assist me in this issue?
"Customer Support Employee 2" (23-2-2020 21:07:41): As of now regarding the same as I informed we are unable to do so and that is for everyone. However, if this feedback is shared with the concern team and also if you mention the issue on our forum, I am pretty sure that will come into notice of the concern team and they might come up with some option regarding this.
(23-2-2020 21:08:53): You don't sound realy confident that they will. I'm not realy the first one with this issue am I?
"Customer Support Employee 2" (23-2-2020 21:12:04): Regarding the same , we have heard feedback from other players as well
"Customer Support Employee 2" (23-2-2020 21:13:02): If its possible, you can definitely share the feedback in your own words and from my end also I am forwarding it so that it certainly creates an impact.
(23-2-2020 21:14:09): Ok good. Well, thanks for that at least. have a good day
"Customer Support Employee 2" (23-2-2020 21:15:05): Thank you too for understanding.
"Customer Support Employee 2" (23-2-2020 21:15:11): Much appreciated!

So me and the Customer Support team would like to see this issue resolved