Sorry to hear about your problem. Unfortunately there's nothing anyone here can do for you.
The AHQ is for "player-to-player" technical self-help and game-play discussions.
We're all just fellow gamers, doin' the best we can...
You need "official" support from the EA Game Advisors, using the Help Center.
They are the only people who can do anything about purchases, product codes, or account issues.
After getting to the Help Center and filling out the required information, (Product/Problem/Platform)
look for the "Contact Us" button, then the "Live Chat", "Call Me", or "Email" buttons. Not the AHQ "Ask Now" one. (You've already done that.)
The options you see may vary depending on your region and the time-of-day.
If you select "Live Chat" be sure you have enough time (at least one hour, in my experience) to wait before being connected to someone. 😕mileyfrustrated:
Good Luck!
