I had the same issue on Sunday. With similar responses from EA. I was pretty frustrated at them when they said they couldn't see anything from their end but it turns out EA might actually be correct. For those others of you having this issue i found this on PS Support which was occurring on my console. Basically i paid Playstation but the money / purchase was not being sent to EA.
https://www.playstation.com/en-gb/get-help/help-library/store---transactions/payments---refunds/missing-in-game-currency-ps-store/
I reported it to Playstation and they refunded me but i still have the same issues. They reopened my ticket and are trying to find the cause. I can post further when i hear more.