Escalation Request Missing Season Pass Rewards Premium Pass

I have been in the same issue as all the premium pass items were auto claimed on EA WEB APP, but the EVO items I redeamed were not appeared in my EVO/COSMATIC section. They were just disappeared and support agents could not to check two questions:
1、 Are those items send to my account?
2、 Did I quick sell or used those Items?
They just say that they can not check account storage. They just not willing to do so. If something went wrong due to network communication, they are not bothered to check.