I had another conversation, which at first I thought was more productive - including getting transferred to a "dedicated queue". However, they were still unable to add it to my account.
The most information I got was this:
Alright, I just discussed this with my team and this seems to be something we need to take in consideration, thank you so much for letting us know about this concern, what I will be doing here to help you better is I will be reporting this issue as on your behalf so that our game team can investigate this for you.
but when I asked when it will be sorted
As this will be investigated by our game team I won't be able to promise you any time frame on this and I really do not want to mislead you on this by providing any incorrect time frame.
Right now I do not want to mislead you because the team will be working on it and I won't be able to share any details with you. I hope you understand my situation.
And this was the result - still no Fairy Garden on my account :(
I'll get this checked and in the meantime I would also suggest you to please visit our AHQ and if you find any similar issue please upvote it so that it can be highlighted. - https://forums.ea.com/
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