I can't even download this game even though it was purchased through the EA app!

I searched for a similar problem and couldn't find anything on the forum. i can't see the whole game in the library or even in the browser purchase history on the EA website. The EA app only offers PlayPro purchases..
I talked to the chat for two hours last night and finally after more than two hours I got a long message saying that there are global problems and this is being fixed asap.. 

I pre-ordered the phantom edition weeks ago directly from the EA app and luckily I have the receipts for this. Someone talked about refunds in other problem updates at the forum and I agree that something needs to be compensated for this because this can't go on like this!!