my rewards got taken away and ea help isnt helping

i wrote 2 tickets and the first got resolved without any answer or my items getting given back to me.. the second one is on "waiting for player" but when i go on the ticket i cant do anything to not make you wait anymore and finally fix the problem.,. i feel like spending 20€ for the battlepass is just the perfect way to not be someone ea cares about and too small of a sum to be worth a lawsuit so you just dont care at all.. like what happend to the old support system? did you have to actually support your customers?!?!?