Terrible customer service

My Steam account got hacked about a year ago and I got it recovered in Aug of 2024. I did not know that the hacker linked his EA account to it until this past week when I bought EA Sports FC 26 on Steam and tried to link my EA account to it. I want to buy it on Steam as opposed to on my EA account because I want all my games in my Steam library. I queued an hour for the live chat to get the hacker's email unlinked. I didn't notice I got an agent and they disconnected on me because I didn't respond for a few minutes. I queued for another hour. I ended up talking to the agent almost TWO hours because he responded very slowly and I had to repeat the situation to him multiple times. It was clear he is not a native English speaker and sorry to say it was aggravating. It wasn't just a language barrier, but it's almost like he kept forgetting what I was telling him & I had to repeat everything multiple times. I gave him my Steam account and profiles, Steam ID, and Steam email address. He was not able to even find the account to unlink the hacker's email from it initially, but then after some time apparently found it because he confirmed the currently linked EA account was a banned account. After two hours he tells me there is nothing he can do and has to escalate to some team. Two things: 1) The 2-hour long conversation could have easily been less than 20 min and 2) Why can't I just connect to a manager or call in? This seems like a very easy thing to resolve quickly, it is just simply unlinking an account. There is something seriously wrong with EA's support system, it is very ineffective and inefficient. See conversation below:

Gopal (9/26/2025, 12:38:14 PM): By continuing, you consent to the monitoring and storing of this conversation, including with an EA vendor, subject to the terms of EA’s User Agreement [https://www.ea.com/legal/user-agreement ] and Privacy and Cookie Policy [https://www.ea.com/legal/privacy-and-cookie-policy ].

Thank you for contacting EA HELP, my name is Gopal, may I start with your first name please?

Gopal (9/26/2025, 12:38:32 PM): Hi there, Nice to meet you ! I hope you're doing well today. How can I assist you?

Customer (9/26/2025, 12:38:40 PM): Hi

Customer (9/26/2025, 12:39:02 PM): Were you able to see the description provided on the original submission

Gopal (9/26/2025, 12:39:30 PM): Could you please provide a bit more context to your issue for me to understand it better?

Customer (9/26/2025, 12:41:01 PM): I have a Steam account that was hacked about a year ago. I got it recovered in Aug of 2024. While it was under the hacker's control, it got linked to the hacker's account. I did not realize this until recently when I bought EA Sports FC 26 and tried to link it to this EA account. My Steam account is still linked to the hacker's EA account and I'm trying to get it unlinked, so I can link this account

Customer (9/26/2025, 12:41:30 PM): Steam account name is *****, the email associated with that account is *****, and Steam ID is *****

Gopal (9/26/2025, 12:44:40 PM): Could you please share the exact error what are  you facing.

Customer (9/26/2025, 12:45:14 PM): I'm confused, I feel like my description was very exact and specific

Customer (9/26/2025, 12:45:51 PM): Last year, my Steam account got hacked. It got linked to the hacker's EA account. I am trying to get my Steam account unlinked from that hacker's EA account so that I can link my EA account to the Steam account

Gopal (9/26/2025, 12:46:40 PM): I understand your concern but no worries, I'll try my best to help you with it.

Gopal (9/26/2025, 12:49:03 PM): May I know all possible email that you have ?

Customer (9/26/2025, 12:49:59 PM): Steam account name: *****

Steam email: *****

Steam ID: *****

Gopal (9/26/2025, 12:51:24 PM): I want all possible email that you have.

Customer (9/26/2025, 12:51:50 PM): Per image, the hacker's email starts with "bi" and domain is hotmail.com

Customer (9/26/2025, 12:51:58 PM): bi*****@hotmail.com

Customer (9/26/2025, 12:52:09 PM): That is the hacker's EA account, it doesn't show the full email address

Gopal (9/26/2025, 12:52:55 PM): You try to link your steam any EA  account ?

Customer (9/26/2025, 12:53:19 PM): I tried to link my Steam account to my EA account, but I could not because it's already linked to the hacker's EA account from last year

Gopal (9/26/2025, 12:54:20 PM): You try to link and share that error.

Customer (9/26/2025, 12:54:27 PM): Yes..

Customer (9/26/2025, 12:57:12 PM): Hello?

Gopal (9/26/2025, 12:57:41 PM): Yes are you sharing that error when you try to link.

Customer (9/26/2025, 12:57:51 PM): I just sent it!

Gopal (9/26/2025, 12:59:01 PM): Thanks for sharing.

Gopal (9/26/2025, 1:11:20 PM): Please share the screenshot. What exact error are you facing while linking your Steam?

Customer (9/26/2025, 1:11:42 PM): You just asked me that and I just shared the screenshot

Customer (9/26/2025, 1:12:37 PM): Can I please speak to a manager?

Customer (9/26/2025, 1:12:41 PM): Or call someone on the phone?

Gopal (9/26/2025, 1:14:01 PM): We don't have a option to transfer chat or call.

Customer (9/26/2025, 1:14:27 PM): How do we resolve this? I described the issue to you in great detail and you are still asking me what the issue is

Customer (9/26/2025, 1:15:04 PM): I have a Steam account and I provided you the details of that Steam account. I want the EA account linked to that Steam account unlinked because it is not my EA account and it is the hacker's EA account

Gopal (9/26/2025, 1:17:06 PM): Please share all possible email  that you have ?

Customer (9/26/2025, 1:17:26 PM): I already provided you all of the information I have

Customer (9/26/2025, 1:17:49 PM): I provided you the Steam information. I cannot provide the email for the EA account linked to it because it is not my EA account, it is the hacker's

Gopal (9/26/2025, 1:19:55 PM): Please share your steam display name.

Customer (9/26/2025, 1:19:59 PM): *****

Gopal (9/26/2025, 1:21:02 PM): As I can check your steam account not link with any EA account

Customer (9/26/2025, 1:21:51 PM): You're saying ***** is not linked with any EA account?

Customer (9/26/2025, 1:23:57 PM): Can you try "*****"

Gopal (9/26/2025, 1:25:24 PM): Could you provide me your registered email address where you want to link.

Customer (9/26/2025, 1:26:29 PM): The EA account I want to link is this one, *****@hotmail.com

Gopal (9/26/2025, 1:26:57 PM): Thanks for the details and you will receive an email with the subject line "Please verify ownership of your EA Account" in your Inbox or Spam inbox. Can you please share the 6 digit code from the email?

Customer (9/26/2025, 1:29:43 PM): I didn't get it, that was sent to *****@hotmail.com?

Gopal (9/26/2025, 1:30:58 PM): Please check again.

Customer (9/26/2025, 1:31:28 PM): 261665

Gopal (9/26/2025, 1:31:45 PM): Thanks for the code.

Gopal (9/26/2025, 1:32:22 PM): I made some changes please try to link and let me know ?

Customer (9/26/2025, 1:34:09 PM): It's not working, that Steam account is still linked to bi*****@hotmail.com

Gopal (9/26/2025, 1:41:01 PM): Allow me a momnet.

Gopal (9/26/2025, 2:01:37 PM): Are you still there? Kindly do type anything in the chat to keep this chat active and avoid disconnection from the system, I know you have waited too long already that is the reason I didn't wish that this chat gets end from system itself, I will try to keep chat active as much as I can, but until any response will not come from your end, System will end this by itself.

Customer (9/26/2025, 2:01:50 PM): Yes

Customer (9/26/2025, 2:02:01 PM): I am waiting on you

Gopal (9/26/2025, 2:04:30 PM): I everything search and do but I couldn't find yuor steam account ?

Customer (9/26/2025, 2:06:30 PM): Did you try *****?

Customer (9/26/2025, 2:06:35 PM): Did you try *****?

Customer (9/26/2025, 2:06:43 PM): You tried both of those?

Gopal (9/26/2025, 2:08:44 PM): Yes.

Gopal (9/26/2025, 2:09:23 PM): Please contact us again with the information  we will defiantly  help.

Customer (9/26/2025, 2:09:31 PM): Can you try this one *****™

Customer (9/26/2025, 2:10:08 PM): Or try by the Steam ID: *****

Gopal (9/26/2025, 2:13:33 PM): I understand your concern. However, as your Steam account is currently linked to a banned EA account, we unfortunately do not have the option to unlink it at this time.

Customer (9/26/2025, 2:13:51 PM): The account is banned?

Gopal (9/26/2025, 2:14:03 PM): Yes.

Customer (9/26/2025, 2:14:32 PM): Right, so like I said, this was a hacker's account so I am not surprised

Customer (9/26/2025, 2:14:48 PM): This hacker linked his EA account to my Steam account so I'm trying to get it unlinked

Customer (9/26/2025, 2:15:13 PM): How do I go about doing that? You can see my account associated with *****@hotmail.com is not banned and has been active since 2014

Customer (9/26/2025, 2:17:21 PM): I never owned that banned account, that was the hacker's account who linked it to my hacked Steam account. If you check the IP address of the logins for that account, it will be different from mine. I live in California, USA

Gopal (9/26/2025, 2:17:39 PM): I truly hope you understand my limitations in this matter. If there were any possible way for me to resolve this directly through the application, I assure you I would have done so without hesitation. Unfortunately, this issue appears to be beyond my control.

Customer (9/26/2025, 2:17:51 PM): So who can I talk to that can help

Gopal (9/26/2025, 2:18:17 PM): I’ve shared your feedback with the dedicated team for further investigation, as it seems to be a system-related ban rather than anything on your end. I sincerely apologize for the inconvenience this has caused. The team will review the situation and get back to you via email as soon as possible.

Customer (9/26/2025, 2:18:17 PM): Again, this is a result of a hacker and has nothing to do with me. I am just trying to get my Steam account unlinked from that banned account so I can link mine.

Customer (9/26/2025, 2:18:38 PM): Okay and when will they contact me by?

Gopal (9/26/2025, 2:18:58 PM): The time of reply depends on the queue. I will not be able to share any fixed time frame as we do not want to set any false expectation with you.

Customer (9/26/2025, 2:19:09 PM): Okay, so I should wait for an email then?

Gopal (9/26/2025, 2:19:20 PM): Yes.