ash bug and missing items

I waited about 1 year to link back my EA account to steam but there's an issue when I link it I cannot unlock Ash no more Ash is closed i'm curious why because this happens before to loba and I did contact customer support before and they said you have to buy thepattel pass  Plus plus I was so Furious and no one help the only thing that helped me my friend bought me the robot pass so I can unlock loba  back and play her now it happened again to my ash I cannot unlock her I cannot unlock her with Legend token please fix this bug I cannot afford another probably a missing content