After trying several times, I've finally come across a game advisor that was extremely helpful, knew what I was talking about and fully resolved my issue.
Any one else had the same good luck as I have just had? I think now is definitely the time to contact EA chat as FIFA 18 is being released soon and I don't think EA would want too many customers p!ssed off so close to the new release. Honestly can't believe it. I'm truly gobsmacked.