EA won't unlink an EA account linked to MY Xbox account

Thank you both for getting back to me. While I realize I’ve lost the account, it’s fairly frustrating that 2 companies with seemingly a “partnership” (Game pass + EA Play) don’t have access to each others resources, or refuse to reach out to either support team to help with the process. I had an Xbox representative willing and ready to have an official letter saying that I was the owner of the Xbox account. But unfortunately EA was unwilling to even go the extra mile and get in contact to verify that as the truth. While I realize that would go against EA’s policies, because EA was unwilling to even attempt to contact Xbox, I lost my account. I lost my account because either an account I linked to my Xbox account when I was a child was forgotten, or a hacker linked their account to *MY* Xbox account when it was hacked . 

im 100% willing to acknowledge my short-comings when it comes to forgetting the login credentials for the EA account if it was an account created by me, or allowing my Xbox account to breached for such a significant amount of time when I was a child (did not have an Xbox at that time in my life). It just amazes me that EA would not work with me to try and verify. Because if they were Atleast willing to verify *with* Xbox , and see that the Xbox account was mine, then it would stand to reason they would remove the EA account (especially if it was a hackers account with another name).

again - I realize that from EA’s perspective I probably looked like the hacker, trying to gain access to someone else’s account but the customer support I received from EA vs Microsoft is astounding . Microsoft was willing to right letters, and help me get into the account. But EA Stone walled me.  - again I know that’s policy, but if there is a program where Xbox and EA play are seemingly partnered, I would hope as a customer those services could be troubleshooted with cooperation from both parties - which the Microsoft side was willing to do . 

the reason I am typing up such a long message is because of the terrible customer experience side of things from EA. During my phone support call the representative I spoke to laughed at me several times and when I called him out on it, he tried to save face, and I asked to speak to his supervisor which he refused to let me do (I’ll assume - that it was to save his butt) and hung up on me. 

I would be very happy to clarify more about this terrible customer experience and even give the representatives name of EA would like to reach out to me. 

The Account issue is no longer an issue as Microsoft is amazing and was willing to migrate my 2 year Xbox game pass and windows license to a new Microsoft account so that I could continue to play games made by EA, at the loss of all my game saves, gamer score, and everything else associated with a Microsoft account. 

So again - the account issue not an issue anymore, but the way I was treated by a customer service rep from EA was appalling. Never once did Microsoft laugh at me, and refuse me access to an elevated person on staff, and then hang up on me . 

Hey @DaftLiLxMiDgET, we take account security very seriously and if you cannot verify that you are the owner of an EA account then our team cannot make any changes to it. 

I'm glad to hear that you were able to move your content to a new account. 

Darko 

That was infuriating to read. I’m in the exact same boat because EA is terrible. I don’t know how you had the patience to type all that. I’m at a loss of words for how angry their support team made me.

EA customer service is a joke. The level of security is absurdly high for something as insignificant as this. If anything, Microsoft needs to hold the power to link and unlink. Last time I checked, It is their system that EA piggy backs on, not visa versa.

Hey all, I'm going to close this thread as there is nothing more that we can do to assist with these kinds of issues on AHQ.

If you are unable to verify that you are the account owner then our team will not be able to grant you access to or make any changes to an account.

Darko