Update: I chatted with 3 support reps yesterday. The first 2 sounded like they understood my issue and were sympathetic, but all they could do was pass that info on. The third rep had no idea what I was saying. After each chat, my ticket was closed. I re-opened it each time. Today it was closed again and marked as 'resolved', but since it wasn't resolved, I re-opened it.
If you're also dealing with EA, feel free to leave reviews with the Better Business Bureau:
https://www.bbb.org/us/ca/redwood-city/profile/wholesale-video-games/electronic-arts-inc-1116-64196/customer-reviews
