I had just a couple of problems with games but i never found anything like this , imcompetent support , people that opens the chat ask your name and dont answer anymore , you ask a supervisor there is never one , you ask an information and they never have it.
I am very tired of EA , their support and everything that belongs to them and after everything that happened this past months i am advancing with a complaint against them over here but this asks me an email that every company haves to this things but again the support is so informed that they dont know it and say EA doesnt have any.
Found nothing over the internet , if someone knows what is the email it would be good because this needs to stop
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Seek and ye shall find.
If you search hard enough, you'll find what you're looking for. Their business email should be public and with a bit of digging, I'm sure you can find it.
I can completely understand your frustration! The same thing happened to me, but with a different game. It got so bad they stopped answering my emails, banned my forum account and than my game account. But had no problems letting me start an account on a new game they released. I ended up just walking away and not bothering with their games anymore. I know this doesn't help you in your current situation. But I wish you all the best!