Need help getting my wife's account reenabled

My wife and I tried to play PvZ with our son. When she logged in, it said her account was suspended. We tried to use the links to recover the account, but its all useless. We are able to log into EA with her Xbox account, but thats it. when we try to do anything else, it asks for a 2 step code. The name on the account is clearly not hers and the email account that is attached isnt one she uses or has access to. 

I talk to chat support and they were beyond useless. After verifying a ton of info, they gave up and told us to submit a claim. A claim we can't view once submitted and any actions will go to the email address we don't have. 

All we want to do is play PvZ with out kids.