pls help

Thanks for reaching out.

When you mention “the agent,” are you referring to our support team?

It sounds like there may be two separate issues here.

For the email/account access issue, if you no longer have access to the email address associated with your account, please reach out to our support team using the "Contact Us" button at the bottom of the EA Help page.

To help verify ownership of the account, please have the following information ready:

• the original email address on your EA Account
• any usernames that are linked to your EA Account, like your EA ID, Xbox Live Gamertag, or PlayStation™Network Online ID
• any invoice numbers from games you’ve bought through an EA platform, like the EA app.

Having this information available can help make the recovery process smoother. 

As for the broken console issue, you may need to contact PlayStation or Xbox support directly for assistance. Thank you.