Stuck on “matchmaking” with only myself in queue indefinitely

I’ve been dealing with a serious issue on my Apex Legends account for several months now, and despite reporting it multiple times through EA Help, I have not received any real solution.

My account is completely unable to enter matches. Whenever I queue, it stays stuck on “Matchmaking” indefinitely and never loads into a game. There are no meaningful error messages — it just never progresses.

What confirms this is an account-specific issue is that I can play perfectly fine on a different account using the exact same device, internet connection, and setup. This means the issue is not on my side, but tied directly to my main account.

I have had this account for over 4 years. I’ve reached Prestige 2 and spent a significant amount of money on cosmetics, including event and legendary items. Recently, I even unlocked an heirloom — but I cannot use it because I cannot get into a match at all.

I have already submitted 4 separate reports to EA Help, and each time I was told I would get assistance or a follow-up, but nothing meaningful has been done. At this point, it feels like my case is not being properly reviewed.

I am asking for this issue to be escalated to someone who can investigate account-level or server-side problems. This is clearly not a basic troubleshooting issue.

If any moderators or developers can look into this, I would really appreciate it. I just want access to the account I’ve invested years and money into.

Any help or direction would mean a lot.