Missing Malak Shards

So @EA_HighCommand here I am, after trying to contact someone to solve this for me in every way possible and can't get a word back from any source and I'm just wanting to use the character I've spent all my time and resources funneled to unlock. Also wondering why you can't just give me the shards I'm owed like you did @Palpatine1969 in the previous thread when I looked up this issue in the first place. I have the exact same situation going on and I'm just shrugged off. Like most stuff with EA, this is a joke and I shouldn't be surprised anymore yet it continues to be one upped. At least have some consistency when it comes to resolving issues and do it in a timely manner, not leave someone hanging for two days with no word from anything

Hi @Dafunk44 and thank you for your reply.

Usually, as said before, that type of issue is usually handled faster by our support team. Since you already contacted them before we saw your thread, we usually don't interfere to avoid confusion, etc.

What's the case number you have with support?

@EA_HighCommand 

#60925612
Shortly after I posted this I was finally contacted but I haven't heard anything back since then and would like some kind of update on that status of the situation if possible

If your case is open (not resolved), everything is in order. I am sure you will get an update as soon as possible.

@EA_HighCommand@CG_MindTricks
Between it taking hours to hear back going through customer service and them not understanding what I'm sending them is there anyway that this can be solved already? I even direct messaged the EA Help page on Twitter and they told me the two of you could resolve this. I attached screenshots of the emails received so you can understand what I'm saying.