Ash locked even though previously unlocked

I’m experiencing an issue where my legend Ash is locked, even though I previously unlocked and used her normally. This issue started around the Season 28 update (not 100% sure, but around that time), and before that I had no problems using Ash. I mainly play on PC (Steam) but also use the EA App, and the issue occurs on both platforms. I have not reset my account or made any changes that would affect my legends, so this appears to be an account-related issue or lost unlock data rather than a general bug. I’ve already contacted support, but the issue has not been resolved, and I have attached screenshots showing that Ash is now locked again. Please help investigate and restore access to the legend.