APEX coins are missing

I received a redemption code for 4350 APEX coin pack from the SNS giveaways campaign for the professional teams competing at ALGS Sapporo.
I redeemed it from the EA App, but it has not been reflected in the game for some time.
When I enter the redemption code again, the message "The code has already been used" is displayed.
I have sent several emails from EA help about this, but only received an auto-response message back.
One week has passed since the code was redeemed (it was exchanged on 30 January).
When will it be reflected?

This is an independent EA account that is not linked to Cross Progression.
Also, as it is a gift project, it is not possible to reissue the code.
As it is not a purchase, there is no purchase history.
I can send you a screenshot of the DM I received from the team.
Would you be willing to deal with this somehow?
I will send you any other information you need.