Once again, I can only imagine your frustration and your son's disappointment, and offer apologies.
As for the communication channel, Answer HQ is an official platform, but on the customer support side of things. If you want to share specific feedback with the dev teams, the NHL section of the EA forums is the place to go, as it is normally patrolled by the community team. However, they might be more responsive on Twitter, due to the relative conciseness of the medium.
We're here on AHQ to make sure that what help can be offered is offered, that the issues that can't be fixed get passed on to the people who can solve them, and that players make the most out of their game.
Stick with us and we'll update this thread as soon as we get more info.