Purchased Appo II bundle and recieved crystals

In game support has not progressed this issue in 3 days, they just keep repeating the same questions.  I am missing out on additional shards during marquee event, which I purchased the pack for. So can this be looked into please.

I purchased the Appo  bundle II and received crystals instead. Which would not likely provide the equivalent shards or 5 omicrons in the bundle so not satisfactory compensation. Paypal suggest I try to resolve with EA first but in game support is messing me around. 

How best is it to get this fixed.