Lost progress in PVZ2. How to get it back?

I've been reading on this forum that you have to reach out to the help desk.  I did that over three weeks ago and after getting a basic cookie cutter email asking for Player ID#, no response.  My case was on waiting for player info status forever, then closed and changed to the status of No Fix, and is now on the status of Duplicate. In my many many chats with advisors I am told that I should be patient and someone will eventually fix it.  When I asked how that would be possible with my case being closed, they told me it isn't really closed?  Years of daily play and over 30 plants at mastery and it's all gone and I can't get a straight answer.  So, all this to say that I really don't know and I would love to see a reply from someone who actually got it fixed.

Sorry to bother you, I am an Asian player, I use Google Translate, I hope you can understand what I mean, thank you
I updated on January 23rd last month, and my game progress and account disappeared. Fortunately, I successfully registered EA two months ago to upload the game progress to the cloud, and backed up the iPhone to iCloud, and also contacted EA hlep The conversation also has a previously normal game account. Their response said (Thank you for the information you provided. I have checked. We are currently unable to update your progress. Please update the tool problem we are facing at the end. Sometimes please wait, We will definitely help you get back on track.)
Ask him again how long it will take? Answer (I'm not sure, but this is an important EA game, so don't worry it will be fixed soon.
No reply till now

I would like to ask if you continue to communicate with them every day? How long does this take?

When you were talking to them, what information did you give them to successfully get your game progress back?

Did you upload your progress to the cloud on your EA account before losing it?

Sorry for wasting your precious time. Thank you.