Apparently it's against the rules to tag community managers. As for them not replying - this isn't a dedicated help center and they don't have SLA's so basically there's nothing you can do to make them to (learned that the hard way because trust me, I've tried). But you should really try contacting help.ea.com for this specific issue, they should be able to help - just don't give up if you get a somewhat confused support agent and ask to speak to someone who knows what they're doing.