how do I contact ea's customer support?

First of all, it appears that you posted in the wrong forum.  This one is for Mass Effect 3.

I guess you meant to post in one of the many FIFA forums. (I have no idea which one.)

Second of all, sorry to hear about your problem.  Unfortunately there's nothing anyone here can do for you.

The AHQ is for "player-to-player" technical self-help and game-play discussions.

We're all just fellow gamers, doin' the best we can...

You need "official" support from the EA Game Advisors, using the Help Center.

They are the only ones who can do anything about accounts, purchases, adjustments, etc.  

You might also want to check this page:

[IMPORTANT] How not to get hacked and what to do if it already happened - reloaded

After getting to the Help Center and filling out the required information, (Product/Problem/Platform) look for the

"Contact Us" button, then the "Live Chat", "Call Me", or "Email" buttons.  Not the AHQ "Ask Now" one.  (You've already done that.)

The options you see may vary depending on your region and the time-of-day.

If you select "Live Chat" be sure you have enough time (at least one hour, in my experience) to wait before being connected to someone.  😕mileyfrustrated:  

Good Luck!