EA Help Cases are stuck on "Waiting for Player" & auto-closing w/no resolution

I have a bug report already submitted about the fact that I never received the Most Feared Strategy Item Pack from Level 4 and, due to that missing content, am unable to play Squads.

So I also went to EA Help and opened a case for it. I was given a case number and a subsequent email said a Game Advisor would contact me soon. I never heard anything from anyone. But I noticed when I would go in to check on my case that it always said "Waiting on Player" under status and always prompted me to "Resume Case", indicating that if I didn't resume the case it would be auto closed. So I'd click "Resume Case" and absolutely nothing would change. I'd go back in to check it and it would still say "Waiting on Player" and "Resume Case". After a couple of days with no response from EA, the ticket was marked "Fixed" and closed. I sent a follow up email which has gone completely unanswered. So I opened a second case and now the same thing is happening with this new case. Constantly says "Waiting on Player" and "Resume Case" no matter how many times I click on the "Resume Case" button. See the attached images.

So I don't know if these cases are even being seen by a Game Advisor and I'm sure it's just a matter of time until this new case is also just marked "Fixed" and closed with no communication or resolution from EA. 

I know I'm not the only one - I saw a post somewhere where another customer complained of the same issue and just got a "pre-fab" response that was completely useless. This is a serious problem. How are customers supposed to actually get any support or help with their issues if the very mechanism to request that help is broken???