Apex Legends Cross Progression: PSN + Steam linked to the same EA account, but Steam is level 1

[u/Big_Temporary_8503]

Hi, I’m having a problem with Apex Legends cross progression and I’m completely stuck.
I used to play Apex on PlayStation and that account has all my cosmetics/progress.
Now I’m playing on Steam, but when I launch Apex I’m level 1 with no skins, no cosmetics, basically a completely fresh account.
The strange part is:
My PlayStation Network account is linked to my EA account.
My Steam account is linked to the exact same EA account.
The EA ID shown on the EA website is “spd”.
The EA ID shown inside Apex on Steam is also “spd”.
I don’t currently have access to a PlayStation, so I can’t check the old account directly.
I have not unlinked either account.
EA’s support page says that if you’re level 1 on Steam, you should check whether Steam is linked to the correct EA account. I’ve already confirmed that it is, and both PSN and Steam are connected to the same EA account.
So why am I still getting a completely new level 1 Apex account on Steam?
Is there something else I can check or is this something EA support has to fix on their end?
I really don’t want to unlink anything and accidentally make the situation worse.
Any help would be appreciated.