I can't access my existing PoE1 account for PoE2 on Xbox Series S.

I have sent multiple emails about this to Support, but all I've gotten as a response is. "Have I checked to change sub-account"

'Hi, I bought a key to access PoE2 EA on both Steam and Xbox S. But when I launch PoE2 on Xbox it goes into a fresh account with none of my progress and MTX, nor the progress I've made launching PoE2 on steam. (Now 80 hours)
I think this might have been caused from me downloading and buying the EA access on Xbox before I had linked my PoE account to Microsoft.
I have done that now, but it has not fixed anything retroactively.
I would just like to be able to continue my PoE2 progress on the Xbox, because it will perform better than my PC and give my PC a break from running hot all day.

If nothing can be done to play PoE2 on Xbox with cross-progression working, then I am going to need a refund. It was promised in your marketing. Attached is my proof of purchase on the Xbox.'

I'm hoping I'll actually get help here, after waiting a week with nothing from the support email. There is no sub-account to try to access, my points for buying EA access for Xbox as well are not on my account on this website. Showing that they have indeed ended up on a blank new PoE2 account on the Xbox.

Please help, I've been waiting ages for a refund or solution.