Rivals rewards vanished, no response from ea team.

Hi there, I was hoping someone can help.  I have tried to contact through the EA website. This case has gone to resolved but I have received no resolution.   After my first week of playing rivals on early release I achieved 30 points. I went to claim my awards and clicked on to rivals and these awards did not appear.  How can I receive these rewards. I have really felt disheartened by the bugs in game but can look past this. What I'm struggling to understand is why I have had no support on retrieving the rewards I should have had.

Can anyone advise the best next steps.