N7 Collector's Edition Materials DLC missing.

I lost my online pass 3 months ago. I contacted live chat for help. They fixed it so I can play  multiplayer again.I have new CE online pass.  But every time I start the game I receive an error that DLC: Collectors edition online pass can't be authorized. And after that incident I  have lost my N7 collectors edition bonus skins. I still have the in-game hoodie, robo dog but the bonus skins on Liara, Ashley, Kaidan and Vega are missing. I try call the EA via phone call. My English is not good but they understand me and give me another collector edition online pass. But bonus skins is still missing try repair ,reinstall game installing in another partition,format disk nothing works.