@coolgirl1441 While I don't work for EA, I have customer service experience and to play devils advocate I have a feeling that this is most likely due policy rather than advisors being unhelpful.
Since you already exhausted resources I recommend to contact them again, and respectfully ask to submit a formal complaint, it may not change the outcome of the case but its worth a try.
Also check your other emails / EA accounts, maybe the code was redeemed in a different account.
Wish you the best and I hope that EA sees your feedback and that you can get help with this issue somehow. :-)
