Commander luke skywalker glitched

I've completed the journey quest line to unlock commander luke skywalker how ever I am missing 55 shards. I tried in-game's EA help option the first person credited my account the 55 shards how ever when I redeemed them the game didn't count the shards to the hero. And the hero remains locked i went back to ea help and the next person only said you got credited the shards by a previous tech and closed the case so we consider it closed too!. So I'm still 55 short my hero remains locked i need help please.