MP characters, items and upgrades stuck on Vanilla

I've downloaded my N7 Collector's Edition (and all MP DLC) to my laptop after 5 months of inactivity. The problem now is when I try to connect to multiplayer everything is vanilla, same problem with this guy, except his is on the 360:

http://answers.ea.com/t5/Mass-Effect-3/Problems-with-ME3-Multiplayer/m-p/430754#U430754

I've already contacted Origin support for this (case # 07505635), but even they said this needs escalation. They gave me a hotline to call, but I have no available landline.