The thing is they make so much money now they dont care, look at the state the game was released, so, so many bugs you would think it was an early release by some indie company.
We still all buy the game so they dont need to worry about it, even now bugs in the game from when it was released are still there.
They dont barely have any communication with there customers, barely any feedback on anything people are asking, barely any information and advice on things people litterly ask every single day on various things of the game that still remain a "mystery"
They simply dont care otherwise they would be wayyyyy more on top of customer feedback and service, I mean indie developers do a better job of replying to there loyal customers than EA do.
The cost for them to hire a couple of people to reply to questions and give REAL responses and feedback would be minimal on the money they take from there customers.