missing games in EA app library

case 151773229 on the off-chance a support tech sees this (because I at the end of my tether here)

11 open cases so far over the span of a week; I keep getting stonewalled with the same 3 copy paste responses.

After being forced to upgrade from the Origin client to the EA App, a few games have gone missing from my library.  Examples are Dead Space 2 and Dragon Age 2.

Both games were present in my Origin app library; I can see they're in my library when I log onto ea.com, just not in the EA app.

I only have 1 account. I can see my games in the online library. I had them in the Origin client. I can see them in my purchase history when logged into the account website. There's zero question I own both these titles. 

Since reporting this issue via ea.help.com i keep getting the same 3 responses, every time from a new and different support agent, who says he'll help me then spits out one of 3 links. It's clear they fail to read the actual issue because they keep asking\advising the same exact thing or advise on a completely separate issue that I didnt report

- Clear Origin cache: https://help.ea.com/en/help/faq/clear-cache-to-fix-problems-with-your-games/

-> does not fix the issue. this one keeps getting asked in each and every one of my 11 cases opened

- VC++ and .dll errors with Origin: https://help.ea.com/en/help/origin/origin/your-vc-runtime-package-has-not-installed-correctly-error-troubleshooting/

-> I didnt report this error, I dont haved this error, so Im unsure why they keep telling me about it. I followed it anyway for what it is worth and it hasnt fixed the issue

- Troubleshooting graphics on PC: https://help.ea.com/en/help/pc/pc-graphics-troubleshooting/

-> Again this isnt the issue I reported. I am not getting GFX errors of any kind

- please make sure that game is not hidden: https://help.ea.com/en/help/origin/origin/origin-my-games-list-is-blank/

-> games arent hidden. never mind also the link they provide refers to Origin client

- Install latest version of EA APP: https://www.ea.com/ea-app-beta

-> done (multiple times with a clean reboot inbetween) hasnt resolved the issue

- please follow this link https://help.ea.com/en/help/ea/ea-app/find-missing-games-from-your-collection/

-> has not resolved the issue

- Here are the steps, on how to contact our Live Support: https://help.ea.com/pt/

-> never mind this brings you to the spanish support page, there isnt any option there to initiate live support. The only option is to email support, 

the cherry on top is another email after replying each prior email that no, issue isnt resolved:
Hello,
We wanted to check and see how things were going after we provided you more information about your recent request.
We’re happy to help if you still need us. You can review and update this issue from the My Cases page.
If the issue has since been resolved, you won’t have to do anything further.

Clearly issue is not yet resolved and by the looks of the replies I get, EA just wants me to go away and not fix my issue. I am sincerely questioning if EA is willing to actually fix this issue or even look at it properly. 

Anyway, at the end of my tether here. Figure I'd toss a question here on the offchance a higher-up tech sees it or someone has a suggestion I haven't tried yet.