If they told you to post here, then the customer service agent lied to you. Nobody here can help you, nobody here works for EA, nobody here is obligated to help you. This is just a discussion forum among other players like you.
As for your Sideshow Bob question, most of us got him as part of an event. For newer players, multiple people have reported getting Bob at various levels. So far, nobody has been able to figure out why or when you will get Bob. If you want a reason why you are at level 939 and still don't have Bob, contact EA again, maybe you will have better luck with another agent.