Ash Locked (Please Help)

I have been trying to get the attention of literally anyone at Respawn regarding a bug I have had for over a year. The game registers Ash as locked and it doesn't allow me to unlock her. I got her when she came out and I own multiple legendary skins for her, but the game just doesn't allow me to play her. When I click on unlock there is nowhere to even spend legend tokens to get her back. Sometimes it will say a random currency which legit makes no sense but then it only allows me to gift her. One time it said I could gift her to my friend for heirloom shards?? I can literally prove I owned her as I have skins and even multiple kills on her as I was able to play her before (see screenshots). Every attempt I have made to contact EA support, or anyone has just led me in a circle promising something would be done. It is now the new season, and it still not fixed. Can anyone help?