Raising a case?

So I’ve raised a case reporting missing rewards. Each time I look it says awaiting customer reply even though nothings changed since the advisor told me they are reporting it to the studio involved.

come back here to see @EA_Barry state if still missing rewards contact an advisor for help….go back to my case and the advisors say….if the forum are telling you to report then they are already aware and will be looking there is no need to report here and have anything escalated.

its just going around in circles. What are we actually supposed to do when the forums say report it to eahelp and eahelp say tell someone here?