Wrong account-can't access original account

Hi all,

Hoping someone can help me because this issue has been going on for a few months. Early this year I bought the hyperdrive bundle and having fun playing the game. I was flying and used the airplane wifi to log in to the game and the game switched me to a new account with a username that i did not recognize. I restarted the game and my phone, and did the same when I landed but was stuck in this new profile. I reached out to the EA help via the app chat and they asked for my player ID and ally code from the old account. The problem is I cannot get that because I cannot access my old account! And this new profile the "ally code" area is greyed out because it is too low level.

I feel like I am caught in a Kafka novel as the support asks for information that I cannot access because the player ID and ally code they need is attached to an account that I cannot access! Help me make sense of this, has anyone else dealt with this problem? I'll have no choice but to request a refund via google play if they really cannot help me out here.

Thanks!