I just went through the same thing. I sent in the screen shots they asked from from Steam showing the receipt of purchase and the transaction history exactly as described on their proof of purchase page. I told them that I cannot give them the email confirmation because that email was from 5 years ago and it no longer exists - so, I added screenshots showing the game has never been returned, its still in my library, and asked if there was any other way I can prove I own this game and have since 2018 (technically 2010 but that CD and case is gone now). Nothing. They just telling my screenshots did not show them the correct information and they relinked the proof of purchase AND copy/pasted the Steam requirements (user name, date, price, blah blah)
I asked if they could confirm it was the email registration I was missing and the dude would not confirm. Just "try again with the complete screenshots" and relinked the site. So now I have to see if Steam will resend a 5 year old email to me to confirm.
They're not there to help. They are there to read off a script and get you out of the help chat as quickly as possible.
Latest: I actually put in a request through their system, instead of doing a chat. Attached screenshots of purchase again. 2 days later I get 2 different replies. One from someone telling me that they want to help me and to try the EA app (mind you, my original request specifically said that I bought the game on Steam, not through EA, and it wasn't working). The other is just from someone saying that they hoped that I was happy with the service I had gotten on this ticket. You're kidding me, right? I sent something back asking if their support team even bothers to look at the support ticket because if so, they would know that nobody has even contacted me. Now, it has been another day with no response from them to my response. This is literally the worst customer service experience I've ever had, and over a $10 purchase. I ended up realizing that I can play Spore through my Game Pass Ultimate but it doesn't have the extra two parts to the game. It really floors me that their support could be this bad without someone higher up realizing it. If I knew of somewhere to send a complaint, I most definitely would.
