Ash Still Locked (Please Help)

I have been trying to get the attention of literally anyone at EA regarding a bug I have had for over a year. The game registers Ash as locked and it doesn't allow me to unlock her. I got her when she came out and I own multiple legendary skins for her, I actually just got the gold one from the latest event, now can’t use:(. The game just doesn't allow me to play her. When I click on unlock there is nowhere to even spend legend tokens to get her back,I even tried to get my husband to gift it to me but no such luck.  I can literally prove I owned her as I have skins, trackers showing her kills etc. Every attempt I have made to contact EA support, or anyone has just led me in a circle promising something would be done. Even so much so that they asked me to make a report and try to get upvotes. It is now the new season, and it still not fixed. Can anyone help?