Purchased star pass, but didn't obtained

Hello,

last week I bought a star pass ticket for the current season directly in the app. Tha transaction was succesful, bank confirmed it, but I didn't obtained the star pass. 
I submit my problem via Customer servises in the app FC Mobile. I communicated with chatbot, passing my request and informations. Chatbot wrote that the problem will get agent to solve it and somebody will contact me through FC Mobile app. However, after a whole week still nobody has contacted me, and I still don't have nor my star pass, neither my money back. 
I also tried to contact EA Help. however everybody sais I have to submit my problem via Customer services in the app. Well, I did, but as I said, nobody ever reacted. Is there any chance that someone will ever look into my problem? 

Thanks