Game Froze but everything in the background was still moving

i was playing online draft and pretty much the game froze at kick off but the crowd still made noise and all the other background stuff still moved so it didnt completey freeze. i assume it also happened to my opponent because when i tried pausing the game to see if it would work, he also had a pause queued. Ea support SUCKS so i cant contact anyone but i want a refund for that, i wasted my ea point on it and lost them because technical issues that are EA's fault not mine. PLEASE help