Ive never had a reply from EA....HELP

As the title says.  Ive asked for help on numerous occasions and every time ive been ignored by EA. Im a paying customer and deserve a reply. If not id like to speak to someone high up who can assist me. 

My game keeps changing chloe kellys hair from blonde to black, everytime im up 3 0 within 20 mins my team become stupid and the Ai forces my team to open up resulting in more space and won't return to normal until its 3 3...theres nothing I can do about it. Even my passes go the wrong way and I have the arrow on to see where im passing too. Like I say it returns to normal when its 3 3.