EA tech support response in regards to the challenges rewards bug

I was affected by the bug and I tried to open a case but it was literally going nowhere and I cant even locate it in "My Cases". The moment I changed the report form category to "Request Refund" it immediately connected me to a representative who forwarded me to their technical support, finally!

After explaining my cases I got this response:

Thank you for your patience. I just got this checked by the team and I would like to inform you that this is a known issue and has already been reported to our team as many players around the world reported this issue to us and at this very moment we're are trying to fix it.

We are seeking for a little time window from your end so that we can make things right for all of you at the earliest. I cannot commit any time frame on behalf of my higher authorities else it would be a false commitment. If you ask me personally I believe it should be fixed very soon. Once we have any new update, we'll let our players know through in game or through our social media channel here.

I may be missing it but I dont see EA publicly acknowledging this big issue anywhere. Very disappointing.