I need an advisor or EA employee to ACTUALLY help me. My account was hacked.

Question

I don't know what to do anymore. My EA account was hacked. I am unable to contact an advisor directly, the button is greyed out for me. I had a ticket open, and was told that there were "too many discrepancies" when trying to recover my account. I have recovered an old email to re-open a case but I cannot. I get an AI bot (presumably) EA NextStep that asks if "Compromised EA Account" is my issue, and sends me to the sign-in page.
When I try to enter my email, my account under that email does not exist anymore and suggests I create a new account. When I enter my EA ID it shows an email I have never used under a hotmail account, which I have never used hotmail in my life.

Again, I have recovered an old email to remove any discrepancies and have screenshots and proof of every single purchase, as well as the email I used to use and the email I updated to.

I'm posting here in hope a human reaches out lol. Hopefully I can open a new case but as of right now, someone has my account with basically The Sims 4 and hundreds of dollars in expansions and packs, and EA has done nothing but make it more stressful.

ea_lanna · Answer

Hi luklyggrxo6j​,
luklyggrxo6j wrote:
When I enter my EA ID it shows an email I have never used under a hotmail account, which I have never used hotmail in my life

Hmmm, if you don't recongise the email that pops up, you may indeed be dealing with a compromised account.&nbsp;
You did the right thing by trying to connect with our support team.&nbsp;
Right now, the main challenge is signing in to send a ticket.&nbsp;
luklyggrxo6j wrote:
When I try to enter my email, my account under that email does not exist anymore and suggests I create a new account.