Hi PattPatt1988
It's a bit strange that you were directed here by EA Help since nobody on the forums can provide missing items or unlock things if they get stuck, but I suppose the agent might have suggested it to highlight the problem here.
It might be worth trying the community fix that sometimes works in these situations, which is to play a full round of a match in Portal and then staying on the same server until the next match begins (this is the point where the awards server updates). Ultimately, though, you may need to open a new case or see if you can have a live chat at help.ea.com.
guyledousche It might be worth giving the above a try as well. However, again, you may need to go to EA Help potentially.