Customer support redirect: Unreceived Compensation

I have been in contact with the customer support about the promised compensation that I have yet to receive due to the EA App issues during the launch of the game. The customer support has redirected me after multiple emails to post about the issue on the forums, alas here I am. 

I am one of the many players that were unable to access the game due to the "Content not installed" bug. During this downtime my squad was able to play due to them being on Steam. I chose to use the EA store since I've been buying all my battlefield games through there for consistency. All the customer support has been telling me is that my account was inelegible for the compensation as per their system, which is total nonsense. I was unable to play the game with my squad and the only reason why they might say I am inelegible is that I managed to get into a game of portal for a whole of 5 minutes before the game crashed. That would still be nonsense since I was still affected, yet there is no compensation. 

I am requesting more support from EA as to getting my promised compensation. If any proof is necessary that I was unable to play the game I will be happy to provide screenshots in private.