Serious Privacy and Security Flaw

Let me start by saying I am a full time security engineer so I do know what I am talking about when it comes to cyber security.

EA have seriously made me question their judgement in their processes, especially regarding unlinking accounts.

I have recently picked up a new Xbox as I have had PS and PC for quite some time but since Christmas is coming around I wanted to just chill on the sofa and play casually.

That is, until EA have a blundered process when it comes to trying to unlink an account. I opened Apex surprised to see a level 8 account (I am not LV 8) and this account looks fresh.

I assume some friend logged in on my Xbox one 5-6 years ago or we made one together to try apex but before I had PC I don't even remember trying apex.

I try to unlink when it asks me to check my email (what email?) I don't know what email, it is obfuscated, such as ab******@gmail.com, fine ok maybe it is one of mine, I check, definitely not one of my formats, but it still could be, another screen shows ab*****t*@gmail.com (randomly reveals another char), ok, starting to rlly think this is not my email now, then when starting a support ticket, it pre populated the email anyways? First flaw, all you've done there EA is super drag out the process yet your ticketing system allows me to fetch the email anyway. But this is not my issue.

My issue comes when I say ok, look I can't verify the email, but it is a level 8 account, populated with a DOB (and I see the year, I don't even know anybody born In this year) and a username that is not one of mine so I tell EA, and I say that this is not my account.

What is their process? Sorry, for privacy and security reasons we can't modify the account until you verify the private details

I am currently logged into my Xbox account, this weird EA account on the website, and the details are as mentioned, for the most part, obfuscated.

So the resolution? No idea, broken live chat and one scenario based template from EA that if I can't confirm my purchases (which don't exist on this blank account) or this person's DOB then I can't unlink?

Ok - so in summary, EA, you are suggesting that I play, as someone else, for privacy and security reasons?

I should just steal someone else's account to protect their privacy?

All I am asking for is for you to remove it from my XBOX account. I have an EA account, just one, and it has all my purchases and progress.

Please fix this. It is ridiculous you would suggest this and that this gap exists and your support team are powerless to escalate anything... Why? Because you don't make mistakes?

Why does the live chat work intermittently? Why can I get half way to resolution and then have to restart? Can agents even see previous chats? I have so many questions and so many problems with the process.

Any help would be greatly appreciated. I am considering contacting Microsoft to resolve this since they could at least maybe have a process.