I completely agree with you that at this point the customer service of this game is severely lacking. I've probably spent over $500 on this game in the past few months to suddenly have my account locked up. I've gone round and round with the support at this point only to be told they may get around to it and to not attempt to follow up on the ticket. I've now lost out on BB8, I've lost two TW which would have finally landed me Han Solo, I would have gotten GK shards, and now to find out the rebels I've been grinding and working on for months I'm now missing out a chance to get CLS.
I feel you. The amount of money and effort we put into this game only to be given the brush off is infuriating.