Help! did not receive 3 star R5-D4

I was so excited to buy the 12 pull 12990 crystal pack that I did not activate R5 to 3 stars before hand.  I bought that pack first and then with out realizing I promoted R5 from 0 stars to 3 stars using the shards I got from the 12 pull pack instead from starting with a 3 star.  I talked to EA support and they confirmed that I used shards to bring him up to 3 stars, and then told me that is what all players have to do.  EA support does not know that we should start out with a 3 star unlock for R5. After completing the first 3 tiers of the marquee event I only have a 4 star R5 with 23/65, when I should have enough to unlock R5 at 5 stars. Please help me so I can continue progressing in the Marquee event.