Guildmate separated from her account

If her account name has been changed that doesn't sound like a connection issue. That sounds like someone got access to her Game Center or Facebook profile, and used that to transfer her account to a new owner. I've heard of people getting their accounts back, but I imagine she'll need the Player ID (this is different than the ally code) and possible identify purchase history on the account. And you have to get the attention of an actual dev, I'd try the technical issues or bugs section of the forums. EA support will not understand the problem enough to be of any meaningful help.