Some days after the case submission: the issue was not fixed, nor it was clearly said to me it can't (which I count as a possibility) and why.
The experience with the EA Help was pretty miserable, "advisors" who asked me to open chats from within the game - which is not possible as I cannot access the player profile. Moreover the chat is not always accessible, as sometimes pressing the start button redirects to the help main page and the case can't be reopened or updated.
I haven't still lost hope, but, as said, the customer experience is frustrating, even if I am an unpaid customer. At this point, it would be better to dismiss the support for free users altogether.
