Fut champs game froze 5-2 up and never done this before 100+ games

Hello EA

I'm winning my game and from kick off the opponent passes the ball back and the game freezes for both him and i. I know this as well because he tried to pause the match.  That was at least working for me as well but the game itself bugged out. Please could you looking into this as well as refund me or award me my fut champs game. I think its highly unfair to get that a as a loss for a issue you've created.

If you need any more details please let me know

Thanks Adam