Player name promoting hate deemed acceptable followed by awful customer service

Has anyone else experienced awful customer service from EA?

I recently reported a player in 3's that was using the name [REMOVED]. I reported the player as that is just straight hate. It's not even an attempt to be clever, its just straight forward hate. 

EA responded stating they reviewed my case and decided to take no action. I was surprised as I feel that name goes against everything EA has been stating about wanting a welcoming and positive environment. 

EA then emailed me asking how my experience was with them. I replied stating that I was disappointed that they found that name acceptable. I immediately received a response that my email couldn't be delivered because their mailbox was full. Why ask me for feedback if you can't even accept emails? This annoyed me. They take no action on a hate filled name then ask how my experience was and can't even accept my response.

I went onto my account and re opened the case against the player's name. I messaged with an EA agent.  I asked for an explanation on why that name was considered acceptable. The agent sent me the same message word for word 3 times during our conversation about how to report a player. The whole point of our conversation is that I DID report a player so explaining how to do that is irrelevant.

So I finally just asked "Does EA support the name [REMOVED]"? The agent sent a  message stating "EA does not support the name [REMOVED] or any other form of hate speech, racism, or xenophobia"

I responded "then why was no action taken?" To which the agent replied "No Worries"

Then I was sent a message stating that when I report the player, a dedicated team will investigate the matter..... I have attached a photo showing this part of the conversation. 

Once again, the whole point of the conversation is that I had reported a player and the dedicated team deemed the name to be acceptable. Then I noticed that EA had closed the case again without providing any answers.

I then received ANOTHER email from EA asking how my experience was....I replied stating how disappointed I am in the customer service and not surprisingly their mailbox was full.

At first I was just surprised they found that name acceptable and that was the end of it. It wasn't a huge deal to me, I was just doing my part to make the NHL 25 community a little more positive. However, having EA send me two emails asking for feedback and not having a way for me to respond with the feedback, and having the EA agent tell me "No worries" when I ask why they didn't take action. I have lost a massive amount of respect for EA. They aren't even trying. They are using AI bots to communicate with their users and they have a full mailbox which implies they don't even check the emails. 

Side note: How is [REMOVED] acceptable but my team can't use the name "Lake Eerie Bessie"?