I lost all my DLC and EA advisors ends the chat twice

It's just as i said, It happened earlier in February and again just now now.  I did a fresh install of the EA app log in to play (I only have one account by the way) and only have 4 add ons on my account. Back in February they escalated 3 times before the advisor just abruptly ends the chat with no explanation.  

I decided to try again tonight and it was escalated 4 times, i spent over 2 hours with support, i was told to list ALL my missing content, which was alot. He says allow him to review the account and again just abruptly ends the chat after sending a survey to be completed. Is that how this is done? Is there any way for me to get some legitimate help to recover my lost content or report the agents' behavior? This is years long collection. I had every pack except a couple of kits.