Missing rewards period.

In one of the latest events for the last Jedi person, whoever it is..... Wslas doing event, game crashed.  Logged back in, shows "event complete" but zero character shards were awarded.  I have screenshots SHOWING the event was completed, and have 0/25 shards for the character.

Now, week later, 10 messages with support, going over the SAME things with a new person every day, and they do NOT read the previous messages.  

Is support at EA ALWAYS this terrible....?  This is ridiculous...