I've been having the same issue. I brought Dragon Valley earlier this week. I contacted EA immediately, and they're been giving me the run around since January 2nd. Never do the chat contact it takes forever. I learned that the hard way. The first time I did the chat response they said that someone from EA would email me within 24-72 hours about my issue. They never did. As expected, I had them call me after the three days had passed. Why can we not call them directly? The customer service agent again found the issue, but couldn't fix it even after trying a second code. She then transferred me to someone in technical support. For some reason these codes are listed as being on my account, but when the technical support person entered my account, as I gave my consent, even he was baffled why they weren't showing up in my downloads. He said that he was escalating my issue up and someone would email me within 72 hours again. That's tomorrow morning. We'll see if I get a response, otherwise I'm going to have them call me back and return the world if they can't fix this issue. This is absolute insanity why this is still happening for so many people. I will update this if I get a response.
