EA is the most useless customer support ever

I loged onto my Xbox two days ago and tried to play BattleFront2. i got a error code [inside the game] ive never seen before and it said to restart the game. i restart it and open it. i have two crates waiting and i look at them. they are the beginner crates. At this point im worrying because i just went on a grind for a quest. i look at my quests and they all say they and complete. my characters still say they are the same level. but when i click on a character they have no cards and the cosmetics i earn through quests arent there. i check my EA account for my xbox games and my xbox is unlinked.  I then check my mobile gmae account to make sure that data hasnt erased too and come to find my xbox linked to that account without my knowing. 

i unerstand that sounds crazy but i have no clue how it unlink and linked by itself. i went to unlink it and it say i have to wait until August, same with linking it. I contacted EA support and Versha C told me she could help if i went to my mobile account and started a case. i did switch accounts and i could not contact a advisor. the option is clouded, does anyone know why?