I have the same issue, please let me know if you find a fix. I'm trying to reach out through the help ticket system in-game but they take forever and have poor responses.
Yeah, I had three different reps last night trying to recover my account. First said he'd look into it and then closed chat. Second said their account locator tool was down and to check back in a few hours. Third said they have no way of accessing the game or finding the account but he'd pass it on as a bug report and then ended chat. I'd really like to not lose ~7 years of progress and all the purchases I've made. Will keep you posted if they have a fix.
