Finished journey guide but did not unlock character??

I’m absolutely at my wits end with in-game support. I quit the game because I finished the journey guide for Jedi Training Rey and did not get the character unlock. I went back and forth with support for days and all they would tell me is that I had to finish the journey guide - and I told them over and over again that I did. I don’t get why they cannot help me with this obvious in-game error. I really want to return to playing but it’s hard knowing the grind never payed off. Help anyone??