You seem to be conflating a couple of very differnt issues, and haven't provided enough information, (like purchase date and channel) for anyone to really address your primary one. But the basic answer is the same in any case:
Try again with a different EA Game Advisor. Some of them don't seem to know much about the complexity of the BioWare games their (tenuous) relationship to the rest of the EA catalog. So they give <cough> "incorrect" answers regarding DLC and other aspects of the game because they think it's like custom hairstyles for SIMS.
I've had the experience of getting a "Really wish I could help, but I can't..." response from one guy on the Live Chat, to a "Here, let me take a look at your account... Now try... Well, let me look into this some more... There, it's fixed!" response from the next.
This is more of a rant than anything else. 😕mileytongue:
Also, there's always the "Community Solution" for the specific respec issue you started with. 😕mileywink:
