Entire account wiped

I have a fairly strange situation. I had my account hacked a few years ago. The hacker used cheats on my account, and it was banned. I tried for several days, hours each day, to get support to unban me, but it never worked, so I gave up. I got an itch to play some Apex Legends again, years later, so I contacted support. Support actually told me I'm not even banned anymore, so I guess that issue was resolved. I wasn't able to log into the account, so support resolved that issue by changing the email on the account. And for the first time in years, I was able to regain access to my account. 

However, upon logging in, it became apparent that I may as well not have ever recovered the account in the first place. The account is completely wiped back to level 1 with no unlocks, no characters, no skins; it has nothing. The customer support agent wasn't able to help me resolve the issue at all, so here I am with my issue. What on Earth do I have to do to actually recover my account and regain what I had previously?

Edit: I did look a little further into the issue. If an account is unlinked from a platform (i.e. Steam), then all progress may be lost. However, my account was never unlinked from my Steam account throughout all those years, nor did the hacker link his own account to mine, so that couldn't be the issue.