Lost account progress and items

Sadly for over a month I been trying to get help from EA.  They told me my account barely has progress starting this year but I been playing since it came out.  Had three hairlooms and earned 300 shards. Took a break from the game last year but when I got on everything is gone and all I'm being told is thanks to cross progression I lose everything.  I was gonna give up but some friends bought me my main and trying to push me to believe while I'm earning the right to play rank maybe someone will help.  But after see how many give up or move on from this game maybe I should give up to.  But because of friends I'm try to force myself but I'd love to at least have all of my cosmetics and heirloom back for mirage.