Missing Legend Content on Steam — Ash Locked Despite Prior Unlock

I have a serious issue in Apex Legends (Steam version) regarding the legend Ash.
I unlocked Ash with Legend Tokens when she was released. She was fully playable for multiple seasons, and all purchased skins remain in my account. As of today, Ash is completely locked, and I cannot unlock her again using either Legend Tokens or Apex Coins.
This is clearly a missing content or technical issue, not a "limited-time promotion" as EA support claims. Support staff repeatedly told me that this was a promotion item and cannot be restored, despite evidence showing I was using Ash for several seasons.
I have screenshots showing Ash being used previously and demand a clear explanation and a concrete method to unlock her again.
EA support has refused to escalate this to the technical team. I am posting here to see if other players are experiencing the same issue.
Has anyone else had a legend disappear or become unplayable despite being previously unlocked?
This is unacceptable, and I expect urgent attention from the community or EA staff.