Getting escalated to a specialist means your issue isn't something known and they are now testing on your game to figure out what is going wrong.
It might indeed take some time to test issues. What issue are you having?
Do you feel the manner you've been treated by the specialist wasn't correct?
Important lesson from all of this: if you can't log into the game LEAVE IT ALONE. Don't EVER clear the data cache or uninstall/reinstall unless specifically told to. This will destroy your local copy, and I suspect that restarting on a reinstall will overwrite the regular cloud copy. EA was having some sort of server issue this past Monday. If they don't have some proper backups that they can restore from before the mess-ups, my game may well be screwed.
