Problem with claiming character quest rewards

Got the same thing: this was the wonderful answer from Help:

I have checked your account and found that currently you only have 94 "CX-2" shards in your game account and to get this reward you need to store all the required shards in your game account.

You have used the shards to upgrade your character.

If you have any further issues in future, please feel free to contact us.

Thank you again for contacting EA! Be safe, stay healthy and take care of yourself.

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Really? Total lie because it has worked for all previous things like a charm...