I just recently finished 8 weeks of hell with EA on a similar matter. Your best bet is to go to UO.com and at the top of the page to the far right you will see "Account and Support". Highlight over it and go down to "Contact Us". Fill out the information form and wait for a response back from Broadsword (save your case # with broadsword). If it is something Broadsword can handle you will get quicker results over dealing with EA/Origin. If it is something you have to deal with through EA then my best advise to you is be a pain in the arse.
Here are some steps to help get you toward the goal of getting EA to get you the results you are looking for:
Try reaching EA on the weekdays and as early as possible in the mornings.
Go to help.ea.com and click on "Manage Your Account"
Click "Account Security"
Now after clicking the account security look up at the top middle part of the page and to the right of the Log Out icon is an icon named EA Help with an orange arrow beside it. Highlight over it and select "Contact Us".
Start your case by giving it a title (*HINT* - make sure you list in the title you were hacked or your account was compromised) and provide detailed information on the matter you are dealing with your account and submit it.
ALWAYS select the Call Back feature if possible to choose which way you want to be contacted back. Even though it may show hours of wait time I dealt with 11 phone calls and the wait time was actually between 5 min and 60 min. I got one of those calls 4 hours later but it was on the weekend. If you can't do the phone call then pick the live chat and after you are finished click that you want the live chat emailed to you.
Write down your case number and wait for a customer service rep to call.
After speaking with the customer service rep (that is the only dept a customer is allowed to speak with persons of EA) you should get an email shortly after stating your case has been sent to TOS.
Upon getting that email send your own email with the case # to
[email protected]. This generally will take a reply back of 42-96 hours. Hopefully you will get the response you want but if not then go back to the help.ea.com and find your case number listed under your accounts. Click on the case and reopen it. This might take many Rinse and Repeat steps.
DO NOT start another case number. USE the same case number every time.
DO NOT send more than one email per active case # (you should only be using one case number anyways).
It was a painful process for me but ask the customer service reps for answers to situations you do not know how to handle. I dealt with 7 different customer service reps, 11 phone calls and tons of emails (SAVE ALL EMAILS YOU SEND AND RECEIVE from this incident) but after pestering the heck out of their TOS dept with my emails someone finally saw the problem and corrected it.
Hope this helps and GOOD LUCK.
