Why would customer support not have the power to actually help us resolve our issues?

I completed the objective for the Icon swaps1 of playing with the full UCL team, but it didn't give me the icon swap card. At the time I had 13 icon swap cards, and this last one would have given me 14, which was enough for the Ballack card. I contacted customer support about a week before the end of the swaps telling them my problem and asking what I should do and if the problem would even be able to be solved, since I could just go get the Roberto Carlos card instead. I was told not to worry, to just wait and the problem would be resolved. I then waited but the icon swaps expired and I hadn't gotten any further help nor was my problem resolved at all. I contacted support again and this time they told me it should be fixed, but to post in the forums because the developers in there actually had control of content and would be able to go in and fix my problem in the game. The moderators in the forums then told me that was not true. I then talked to support again and again they said they would fix the issue but that I should make sure not to lie about content I had but lost. I told them I wasn't lying but it's not that i lost content I had, but that I never received it at all, and after the clarification they told me it would be resolved. It wasn't and I once again contacted support and this time they told me they don't have the power to go in and add cards to player accounts or actually solve any solutions. If I had known this from the start, I would have still been able to use my Icon Swap cards and cut my losses to get the Carlos Icon card, but now that I have received nothing, I wasted an incredible amount of time, attention, coins, and energy working toward nothing but icon swap cards that are now entirely worthless. I don't understand why none of my problems that have arisen could have been solved, instead of having me waste so much.