Xbox progress not getting loaded PVZ GW2

I have a problem with my account, I already linked my EA account to my Xbox account, but when I tried playing a game (in this case PVZ GW2) where I already had progress, it did not load. I double-checked and indeed, I have my Xbox account and my EA account linked, with the same mail address and everything, but it is still not working, making me start from scratch, with absolutely nothing, where in my original account, I had pretty much everything unlocked.

Furthermore, I already contacted EA Help, and the answer they were able to tell me was that, and I quote: "I can understand that it is really annoying when we can not play the game and you have already invested so much time to fix the issue but do not worry I have checked the account and found that there are no issue in the account and it seems the issue from the server and that is why I am going to report the issue to the game team so that they can check it from the backend and fix the same." 

In addition: "Seems like this is a bug issue. We appreciate you letting us know about it I am going to document this right away. Actually you’re the first one to alert us about this and for that we thank you. I have shared your feed back and reported the bug issue."

Any type of help is appreciated, thanks.

PD. I am not sure who is best to contact, maybe I should try contacting the Xbox support, if anybody can tell me it would be great.