Cross-Progression picking the wrong account

Hey there, 

so to keep it short, a few years ago i played Apex on ps4, spent a couple hundred bucks and got my first heirloom aswell as level 433, the stopped playing until recently.

Now ive been wanting to play again, but on pc, same email for my PC-Ea account as the email that my PSN account is under, but for some reason it not only didnt properly take over the higher leveled "primary account" from the Playstation account, when i booted up my PS4 i lost my high level account, the live chat agent told me he simply couldnt help me and that the account is lost...

Is that true? is my 900 hour, 300+ € account really just gone?