As someone who has in the past worked for customer support in the company I work for, customer service hotlines are hit-and-miss in regards to what level of service you'll get. Sometimes you can call and get the nastiest person who doesn't care about your problem, and sometimes you'll get someone who sincerely wants to do their job well and help.
It's a miserable job to work in that in a lot of companies is used as an entrypoint for new employees, and most people working those jobs are "doing their time" until they can apply for new positions within the company.
Sometimes persistence and trying to call a few times to get someone else will work wonders, and it sounds like on your second call you got someone that either cares about helping people, or at least cares enough about their career that they wanted to do a good job for you.
Not that it doesn't already look bleak, but I don't think it's a good sign for future EA titles if they didn't even bother to create a "Wii U" category in their system.