Missing JTR shards despite completion

I have a guildmate who completed all the tiers of the JTR event yet is missing 50 shards. The event disappeared as well. He contacted EA help and they told them that there is nothing that they can do to remedy this (only developers can add the event). Has anyone else had this issue before and gotten it resolved?
He is concerned that the event will still be missing next time as well and he will never unlock JTR. Our guild is at the cusp of HSTR. This hurts all of us.