EA promised a free Battlepass in Battlefiled 6 but I never got it!

Dear EA Support Team!

I pre-ordered the game on the EA Launcher so I could play on release day.
Instead, I couldn't play it because of the game files were not downloaded (but the files were downloaded) and after that I got an error saying I didn't own the game, I have to buy it again.
EA later promised a free Battlepass for everyone affected.
But I still haven't received it. I have attached two pictures, one of the main error and the other of the free battle pass as promise.

Now EA Help says “all Battlepasses have been sent” — but I never got mine.
It seems that everyone does not include all the people involved.