very dissapointed with EA Support, BF6 Coins lost due to a known Error

Guys, if you saw today new content started to appear refering to BF Pro, but, i have EA Play Pro, i bought many packs, BF Coins and Extra Content, all was there, so, yesterday i bought it thinking it was something new, costed BFC 1100, and today again appeared as new, like if i didn't buy it, so i did again, all my coins where disccounted but no content added, nothing, so i got into EA Chat  

this is the first chat, they are aware of this and also they're systems to compensate me didn't work

Thanks for your patience on this. I have checked this here and usually, we would be able to manually resolve this on our end. However, we are also experiencing a tool outage that hinders us from validating which rewards were not received. Our team is still working on fixing this so we can resolve this for the affected accounts. No worries, I’ve captured your details under case 234045295. When systems are back online, message us and we’ll pick up right away and get this resolved.

i was told to contact them again in some hours so i did and this is what i got

Alright, I just discussed this with my team and this seems to be something we need to take in consideration, thank you so much for letting us know about this concern, what I will be doing here to help you better is I will be reporting this issue on your behalf so that our game team can investigate and hopefully get this resolved for you.As this is under investigation by our team I will also report your feedback to our studio team so that they can look into possible ways to compensate the players if they decide to do so for the inconvenience.

and i was waiting and was desconnected very fast from they're side...really very bad support for EA Play Pro

they also told me to write this here, in other times EA was very fast and refunded BF Coins if something was wrong, but now, not the same

here are the screens that keeps popping on me