What a joke

So on Friday right after the fantasy cards came out, I completed the 16 player collection. I never received a pack with a random player in it. Since then, I have tried every single avenue to get someone at EA to fix the issue. As someone who has poured thousands of dollars into this game year after year, I expected at least some communication from EA but I am being completely ignored. Has anyone else had this experience? Does EA even have a customer service department?