My Experience With Reporting A Racist Player Directly To EA Support

So I came across a random duo who spewed racist remarks on voice chat, which I reported in-game. However I know when it's done on voice chat, EA doesn't (can't) really do much. Thankfully I had a video recording of the incident. I clipped it and decided to report directly to EA Support with the video clip in question provided and here is the response I got.

First time I reported I got a response from a representative that said:

"I see you mentioned that you want to report a player. I'll be more than happy to help you with this.
Please follow the below mentioned link in order to report a player https://help.ea.com/en-ca/help/faq/report-players-for-cheating-abuse-and-harassment"

The problem is I already used that link to report the player. However I decided to give the benefit of the doubt, since I might have chosen the wrong section like Billing or stuff. In order to be thorough I first continued the initial thread saying I already used that link to report the player and hoping they could help and also created a new Case with the link provided to me by the representative. The next day, here are the responses I got.

Response to original case:

Hello Player

Thank you for contacting Electronic Arts Help. My name is [REDACTED] and I would assist you with your issue today.

I have reviewed your case and came to know that you wanted to report a player who was cheating in the game. Please don't worry I will do my best to address your concern.

I can understand how frustrating it might be for you to encounter an cheater in the game and we do not want our players to have this kind of experience from our game. I would request you to report this player as soon as possible so that our team can review their activities and punish them for cheating.

You can follow this article : https://help.ea.com/en/help/faq/report-players-for-cheating-abuse-and-harassment/ to know how to report a player. If you face any issues while reporting the player, please feel free to contact us back.
I am looking forward to your reply.
If there is anything else we can help you with, please feel free to contact us on help.ea.com.

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At this point I realized no one is even reading these cases since the representative thinks I am trying to report a cheater. Even then, I am once again given the same link THAT  I ALREADY USED TO START THE CASE to start another case. Anyway, here's the reponse to the other case I started using the link provided by the representative:

Thank you for contacting EA Help. My name is [REDACTED] and I would be assisting you today with your concern regarding player saying racist remarks.

We are going to do our best to make sure you receive all the help you need to fix this issue.

I would request you to please follow the below link to report the player so our team can have a look in this :
https://help.ea.com/nz/help/faq/report-players-for-cheating-abuse-and-harassment/

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It's just a never ending cycle that basically says "we do not care about this racist person so please move on". I am utterly disappointed by this approach. You have made it clear you do not care about these reports and are basically allowing these racist people to thrive in voice-chat with zero repercussions.

That's pretty much it.