Missing Content/Lack of Support

OK, I did some checking and I see that the last time I received email support from EA Help was all the way back in May 2019! Up until then, EA Help's Madden Mobile support was prompt and effective. Afterward, every case I started generated an automated email reply stating:

Hi EA Customer - We got your information about case number (case #) and see what could be irregular activity and we want to talk to you on the phone. Click here to go to EA Help and start a call. (followed by two links, both of which led to either case summary pages with no way to initiate phone support or a blank page). 

If EA Help never ceased email support, why did I no longer have the option of choosing email support and why were all my cases automatically moved to phone support status regardless of the issue? Prior to May 2019, any technical or content or other issue I had was dealt with promptly and satisfactorily by email support. Then in June 2019, every single case I created went straight to the never-working phone support system. 

I lived with this for a long time, suffering missing content and other issues until the more recent issues arose which I can not abide, including the $29.99 CR Field Pass not providing the Masters Series event nor did it give me my choice of a 96 OVR player after I won the Superbowl in Season Mode on my 1st try. Then I spent 8000 gems on the TS Master's Series and Season Mode events only to notice that the Season Mode presents as though I had already played and won the 98 OVR player (it does not list the 98 OVR selectable player and other awards), which makes me feel like the long Masters Series event will not award me a 98 OVR player on completion, all of which makes my heart sink.

To make matters worse, when I tried to review my most recent EA Help cases, I got a message as follows:

Sorry! This link has been used or is expired. Please open a new case if you still need help.

After all the time and trouble I have gone through, starting cases then trying endlessly to get phone support to work then finally drafting and posting this missive along with spending almost $4 to send a hard copy to EA & in so doing losing now 17 hours of my time, do I really have to create new cases and pray that EA Help's email support works again? Now that I seem to already have the attention of an EA representative, I would be happy to provide the most recent case numbers and work with you on receiving my missing content but having to start from scratch at this late date is Madden-ing indeed and feels like a runaround, no offense.

I will now follow your above instructions seeming to describe how to get phone support to work, but as I said, I greatly prefer the convenience of email support, and starting over when I already created case after case feels wrong. I love Madden and Madden Mobile and have spent real money each season I've played to support EA and until email support stopped way back in May, all was well. Please help me here.

Please don't make me start over only to find myself receiving automated email replies directing me to non-working phone support. Please! I have wasted soooo much time on this already just trying to receive content I already paid real money and hard earned gems on. With all the time I have wasted trying to get help I could by now already have won my missing two 96 OVR CR players as well as both the 98 OVR TS players and sooo much more. As of this message I have now spent over 17 hours trying to resolve just the missing CR Field Pass and apparently missing TS events content and that time is worth a lot more than just $29.99 and 8,000 gems. It is worth about $400, more in terms of loss of happiness and increase in stress. The real world is hard enough. My one escape into a fun video game I have supported since it was on Sega Genesis shouldn't be another source of stress. So, pretty please: help me. Please tell me what you need from me. Case numbers? I searched through every email and found all of them going back weeks before I gave up in frustration. And I am honestly curious why it is that if EA didn't halt phone support for Madden Mobile that I have been automatically sent to phone support since 5/19? I never abused support staff or over-used support and I was polite and thankful yet either EA did halt email support or I was blacklisted and while I know that none of this is your fault and I am not trying to take it out on you at all (I work in customer service so trust me I know what it's like), but I have invested so much time into this now I feel like I deserve an honest explanation and a satisfactory resolution to my missing content woes. 

Thank you so very much. - Michael Kottler