Lost email access-Have CAD proof of purchase –Need case escalation

Hey AmethystFeather​,

If you're unable to access the email currently registered to an account, you'll need to continue working with the support team to try completing the account recovery process. They have to be able to verify some of the personal and account details they ask about before any changes can be made to an account. Because of that, it's not a process we can review or change here on the public boards, nor can we escalate cases.

Please create a new case or resume the case you mentioned to have another advisor take a look, thanks!

Did you ever get help? I have the same issue, and their help chat sends me in circles. I just want to play my $1000 + sims. I don’t have that kind of money to just replace it. 

Ok, thanks for letting me know. 

Unfortunately, they are not actually completing anything or I would not have made a post. I am trying to find a way to connect with an agent that can actually assist. Whether it is or is not an escalation I am not sure of or if maybe it is more asking to be directed to the right channel/a different help or support. 

 It has been 3 separate days (attempts) over the last month (36 days) and many hours corresponding with them as well as Microsoft (trying to recover/regain access to my email with no actual contact). The agents here are nice and seem to start as if they are going to verify the account but will stop/leave without doing anything other than having me give them information.

Am I not able to have the proof of purchasing everything I have (over several years) viewed by someone? I don't think they have viewed any of the attachments I have uploaded. Or have really looked into any of the information I do give to them. They just have me provide it and focus on if I am able to receive some verification email when that is the whole issue, I cant. The contact info no longer works. I made this account years ago and have updated emails during that time, it is a 50/50 at this point to which email I started from. Until the EA App update I never had to type anything other than my password in. The same with Microsoft, it updated terms and suddenly wanted every email confirmed via another contact (these two are for each other). I really only have this email and the one I updated for my streaming (like YouTube) but I had to start from scratch there as well. Years of gathering subscriptions to only remember a few of them. Thank-fully, other games FFXIV and would have been steam but I actually see its still one of the ones I cant access...so I'm going to have to update that when I have time again. I do work full time throughout the week with usually 1 day to relax that has been taken up each time just trying to play a game and getting no where. 

Or is EA now not going to allow access to legally purchased games due to another corporation not allowing access to that email? I have been reviewing, as it has been over a month what I might be able to do under Canadian law, such as Personal Information Protection and Electronic Documents Act (PIPEDA) and the Better Business Bureau (BBB). They just seem to require a lot more effort and a different department entirely. For PIPEDA: The email on file is permanently defunct due to a Microsoft server failure. I have extensive financial transaction records proving my identity and ownership of the financial accounts tied to this EA ID. I require a manual update of my contact information to restore access to my account. Under BBB, it would be a complaint such as; I am a consumer in Canada who has spent hundreds of dollars over several years on The Sims 4 ecosystem. A Microsoft server error has permanently severed access to my verification email, and EA's frontline support is repeatedly closing cases either after attempting to take information to verify but going silent or saying they cannot help if I do not have that exact email access —effectively stealing my paid digital property.

No, I just wrote a response to the community manager that did comment here. I am in that same situation with a very expensive move coming up in the next few weeks too. Maybe you might also have the options I may have as a Canadian (but will also require more time too). 

I know I too also begin to miss the physical ownership and abilities of CD ROMs that no longer are a port in computers (or for sale as everything is digital now). 

Currently, I am also just in circles with help chat and Microsoft recovery team (automated that usually doesn't go anywhere, requires 24-48 hours + each time to find out too).