Locked out account

Hi everyone,

I am writing this here because I am completely stuck in a loop with EA Live Chat support and need help escalating my case to someone who can review it manually.

I have a legacy EA PC account that I have owned since 2013. This account contains hundreds of pounds worth of The Sims expansion packs. Unfortunately, the account is permanently tied to an old rocketmail email address. As many people know, Yahoo completely discontinued the Rocketmail domain, meaning the email address no longer exists and it is physically impossible for me to receive a verification code.

When I contact EA Live Chat, the frontline support advisors use an automated verification script that immediately rejects me. They tell me my location and IP address do not match the historical records. However, I have moved to a completely different town and changed internet providers since 2013, so of course the automated IP check fails.

To prove my identity, I have provided official bank statements showing direct charges to Electronic Arts for Sims content from 2020 and 2024, which include the dates and card details. Despite having hard financial proof that I bought this content, the chat advisors say they cannot look at the attachments and refuse to pass my case to a manager or billing specialist.

I am legally the owner of this content and have the financial records to prove it. Can a community manager or senior advisor please step in, look at my case history, and help me manually review my bank statements so I can either recover my account or have my Sims licences transferred to a new, secure email?

Thank you.