Premium Pass Not Working

I am a returning madden player and I have to say this is disappointing. I bought the premium pass up to three times now and each time the pass resets as if I never bought it and keeps asking me to pay again to have access to the premium content I already paid for. Ive sent multiple appeals and begged to have this rectified since last week but no response. Is my money gone, because what is the point of continuing to play if i don't get what i paid for?