Refresh timer broke- no character refresh

So twice my refresh timer was down to zero but the characters didnt refresh. I literally havent had a character refresh yet!! Is this a ploy to get us to spend money... how can anyone keep up with players who get character refreshes unless they out spend them.

Worst part is i called EA customer support and was told they know of the problem and nothing can be done. SO WHAT about the players who otherwise could compete if they got their refreshes?? anyone else have this problem? thanks