@GeneralNomen
Also make sure you add no-reply@bioware.swtor.com to your email safe list as that is where the emails will come from. If your email has a search box use that to see if you can search for it.
If you are still having issues you will definitely need to call Customer Service. For security purposes account issues can only be assisted via phone.
See db woodynz post here with a link to numbers and how to use skype if you have it.
Using skype with that contact is a free call to the best of my knowledge, that number is only available as per the hours listed (Support available from 9.00 CT - 21.00 CT) so need to confirm time zone etc.