VRMpls, I can assure you that it is not the norm for BF to not respond to your requests. I am sorry you are having difficulties but they are known for their excellent customer service. (Check out the threads in Casual Games and you will see).
I hope you can get it straightened out.
LindaMarion, the game may be installed 3 times and only to a computer you or a household member owns. It is not to be shared with friends. You need to unlock it via the interet three times and it will check the IP address you are using.