Same think happened to me, contacted support, was told I would receive my item now the issue had been raised, didn’t, so contacted them again and was told I needed the game code from Microsoft, so went to Microsoft, they said that’s not something they can do and we’re very confused why ea would even ask for that. So I contacted support again to speak to “harsh” the rudest customer support worker I’ve been spoken to, who told me I was trying to scam them for a freebie, and said he didn’t care that I had proof I will receive no compensation