Compromised account recovery

Hello,

I am sorry for contacting this email address about this issue, but I honestly do not know where else to turn. I have been trying to resolve this problem continuously since yesterday, for approximately 10–15 hours in total, and I am extremely frustrated.

I have spoken with around 60 EA Advisors, and unfortunately none of them have actually helped me resolve the problem. Every conversation ends with essentially the same copy-pasted responses and the same verification process.

At this point, I genuinely do not understand how this is considered an acceptable way to handle a player who is simply trying to recover their account and play Apex Legends.

I stopped playing Apex Legends specifically because of this problem. My account was compromised, I could never recover it, and eventually I sold my PlayStation 4 because this happened years ago. Now I have a PC and I want to return to Apex Legends and continue the progress I spent years building, but I am still unable to do so because my old EA Account is compromised.

Here is the situation:

I have an old EA Account that was connected to my PlayStation account for many years. When I originally played Apex Legends, I was playing on PlayStation 4 and did not even have a PC. I believe the EA Account was originally created or connected through my PlayStation account at that time.

I have extensive proof that this was my account.

I have screenshots showing the EA Account and the information that was originally associated with it. I have screenshots showing that my PlayStation Network account is linked to that EA Account. Under the compromised EA Account, it literally shows the PlayStation icon and MY PlayStation Network Online ID.

That PSN ID belongs to me. I have full access to my PlayStation Network account, including the email address and password. I can provide screenshots showing my PSN account, my Online ID, and all the relevant PlayStation information.

This is extremely strong proof because it shows that MY PlayStation account is linked to the EA Account I am trying to recover.

I have shown this proof to Advisor after Advisor. I have provided screenshots, old account information, my old email address, my PSN ID, proof that I own the PlayStation account, and proof that my PlayStation account is linked to the compromised EA Account.

Yet every time I am told:

“We need to verify that you are the owner of the EA Account.”

I understand that you need to verify ownership. I am not refusing to verify anything.

But here is the biggest problem:

One of your Advisors literally told me:

“I have sent a six-digit code to the email registered to your EA Account.”

How am I supposed to provide a six-digit verification code when you are sending it to an email address that I DO NOT OWN and CANNOT ACCESS?

That email address is compromised.

The EA Account itself is compromised.

The old Outlook email address that was originally connected to the EA Account is also compromised.

You cannot send a verification code to the compromised account and then expect me to provide that code as proof that I own the compromised account.

That is the exact problem I have been explaining over and over again.

When I try to access the old Outlook account, the verification process sends the code to an unfamiliar email address ending in “qq.com”. That email address is not mine. I have never owned it. I can provide screenshots proving this as well.

So please understand the situation:

The EA Account is compromised.

The original Outlook email connected to it is compromised.

The verificatuon code is being sent to the compromised email.

I therefore CANNOT receive the six-digit code.

I have repeatedly told the Advisors that I cannot access that email address, yet I am still being asked to provide the exact verification code that is being sent there.

I even told the Advisor: you cannot send the verification code to an account that has been compromised. If you need to verify me, send the verification code to my CURRENT email address that I actually own and have access to.

I am willing to verify myself through a legitimate alternative method.

I have proof of my current email address.

I have proof of my PlayStation account.

I have proof of my PSN Online ID.

I have proof that my PSN account is linked to the compromised EA Account.

I have screenshots of the EA Account.

I have old EA Account information.

I have information from before the account was compromised.

I can provide all of this.

But I cannot provide a code that is being sent to an email account that was taken from me.

The person who compromised the EA Account changed the information on it. They changed the email address, name, phone number and other information.

Therefore, when an Advisor compares my information with the CURRENT information on the account, it obviously does not match.

I have explained this countless times.

How am I supposed to provide information that the attacker changed after taking control of my account?

The fact that the information does not match is exactly what you should expect from a compromised account.

I am not refusing verification. I am asking for a different verification method based on the evidence and information that I can actually provide.

I have also been asked for things such as credit card information even though I never mentioned using a credit card for this account. This makes it feel like the Advisors are simply following the same scripted or copy-pasted responses instead of actually reviewing what I am sending them.

I have spoken with around 60 Advisors and I keep receiving essentially the same responses.

I can provide screenshots and proof, and the response is still another standard message asking for something that I have already explained I cannot access.

This is extremely frustrating.

I have been playing Apex Legends for around eight years, since around the time the game was released. I have years of progress on this account.

I stopped playing specifically because I could not recover this account.

Now I have a PC and I want to return to Apex Legends and continue my progress.

I am simply trying to play your game again.

I am not asking for anything unreasonable.

I want to recover my account, secure it again, change the email address if necessary, reset the password, and restore or change the PlayStation connection so that I can continue my Apex Legends progress.

You are EA. You have the ability to investigate the account and determine what happened.

I am not asking you to give me somebody else's account.

I am asking you to help me recover the account that I originally owned.

Honestly, this situation makes me question whether EA actually wants players to keep playing Apex Legends.

Here is one player who has been trying for approximately 10–15 hours since yesterday to recover an account and return to your game.

I have been patient.

I have been cooperative.

I have provided proof.

I have explained the situation over and over again.

I have provided my PSN information.

I have provided screenshots.

I have provided historical account information.

I have explained that the current information does not match because the account was compromised.

And yet I keep receiving the same copy-pasted responses.

This is not okay.

I am asking you to please have someone — a supervisor, senior account recovery specialist, or any member of a higher-level team — actually look at my case and review the evidence manually.

Please do not send me another standard verification response.

Please do not simply send me back to another Advisor.

Please do not send another six-digit verification code to the compromised email address and expect me to provide it.

I cannot access that email.

That is the entire reason I am contacting you.

I need someone to actually investigate this case and help me recover my account.

I will send you all of my screenshots and evidence.

Please, I am asking you to actually help me resolve this.

I genuinely want to play Apex Legends again.

I have years of progress on this account, and I should not have to spend endless hours fighting through the same copy-pasted responses just to get someone to actually look at the proof.

This is my account, my PlayStation account is linked to it, I have access to that PlayStation account, and I have evidence to prove my connection to the EA Account.

Please escalate this case to someone who can actually do something about it.

Thank you.

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