Cross progression issues?

Everytime I download this game, I lose all my progress. Last time I lost a lvl 117 account with almost all legends and started over from scratch. 

This time around I redownloaded and logged into an account that was lvl 113 and again, all my legends are gone! Las time I played, I put hundreds of hours into challenges to unlock, Mag, Fuse, Valk, Loba,.etc Everything is gone. 

Went to EA help and was told the only way that was possible was if I was on a different EA account. I have always used the same account. Only possible difference was when the first introduced cross progression, I downloaded it on steam and linked them. Which may have been why I lost everything the first time? But either way, logged into the same account and everything is gone

Can someone plz help?