Facebook linking failed after unauthorized refunds – Need ToS escalation

Hello EA Community Managers,

I am writing on behalf of my partner, who is an autistic adult in the UK and the rightful owner of a high-value FC Mobile account on which he has legitimately spent thousands of pounds. He is unable to navigate the support system himself, and I am stuck in an automated loop where our tickets keep getting closed without a real review.

• Previous EA Case Numbers: Case #258175766

• Platform: Android (Facebook Linked)

What happened:

Recently, a teenager in our household gained unauthorized access to his device and submitted refund requests through Google Play without our knowledge or consent. As a result, his account is locked at the login screen with the error "Sorry, linking failed," though his team is still intact and visible in his league.

Why we need help escalating:

We are fully willing to cooperate with EA to repay the refunded balance immediately. However, live chat and in-game bots repeatedly tell us to use the Penalty History tool (which does not support FC Mobile) or ask for his UID from inside a game we cannot open, and then immediately close our tickets as "No fix available."

Could a Community Manager please pass our existing case numbers above to the Terms of Service or Mobile Billing specialists so we can settle this balance and recover his account? Thank you so much for your help.