Cannot create support case – NextStep BETA does not save cases

So I was playing Plants vs Zombies Heroes normally, but after finishing a battle, my progress suddenly reset. And I cannot contact EA Support. Every time I try to submit a case through EA Help (NextStep BETA), I receive a case number, but no case appear in “My Cases” and I never receive an email.

At first, I could still see my unlocked cards, but after refreshing the game several times, everything disappeared and I was forced into tutorial again. I closed the game and reboot it several times but it is just the starting of the tutorial level……

I was using a guest account and did not link to Facebook, because I don't even have a Facebook account. I believe my original account may have been replaced by a new Player ID……I don't remember my original player ID, but I attached the picture of the current player ID and the ldentity pin.

I have recorded a video showing the issue (my progress appearing and then disappearing) and I can provide it if needed.

Could an EA staff member please help me create a case or direct me to a working support channel?

Could anyone please help me with it? Help me to contact the advisor or other stuff?