Dude....where's my shards?

I purchased the 12,990 crystal shard pack for Mara Jade shortly after she became available. I got 77 shards from this pack (horrible RNG...) and I should have been able to unlock her to 5 star (I hadn't claimed any other shards from episode pass or Mara event). When I was in her character screen, before I went to star Mara up, I noticed the level 0 icon was lit up (like it would be when we needed to level up a character to 85 using credits many moons ago). Out of curiosity I clicked this to see what would happen. The usual prompt would appear to level up Mara to level 85 costing 3mil credits and I clicked level up. Game crashed....I reopened the game and all of the 77 shards I purchased, gone! I contacted EA help who were expectedly useless. They said they could see from their end it was purchased successfully even though they confirmed I only had a 4 star Mara at this point (after claiming episode pass and doing what events I could). So due to this bug, I spent 13k crystals for nothing and I am losing out on the additional tiers of Mara's event.