Game crash at shard shop conversion

Game crashed on me as I went to convert a bunch of character shards to shard shop currency, restarted the game a couple of times and they were gone without crediting me, contacted ingame support and after being asked when it happened so they could check, im told they are unable to do anything.

So - game crashes, well known problem more and more recently.

loss ingame, checked, yes I did.

they outright state they are unable to reimburse - which Im struggling to believe as ive seen technical problem reimbursements in the past.

different person replying to my response every time on the help, does CG/EA actually handle this, or is it farmed out to a call centre setup working off a script that have no idea what im talking about.

is there anyone able to deal with this that might actually understand the problem, and maybe even solve it.