Didn’t get my packs

So I bought 3 packs on Christmas I ended up opening up one of them which was okay. But then when I went to buy my other 2 packs with my Madden points the game lagged for like 3 seconds it kicked me out of the game. I ended up back loading back into Ultimate Team and I ended up not getting my packs at all and my points were all gone… I contacted EA live chat and they said they couldn’t do anything…