Missing MUT Rewards

I completed the campaign defensive hero pack. I selected my player and it kicked me to the main screen, it did this to me again when it traded in higher gold players for a elite 80-81 player. I contact EA customer service. They advised me I disregarded the item and their is nothing they can do for me. Then would hang up. Can someone point me in the right direction to get this issue resolved? Campaign hero are non trade-able, and you cant turn them in. I have wasted 3 hours with customer service and want this looked into.