Let me be the voice of... whatever the opposite of cynicism is (faith, I guess).
1. Multiple people were told by support prior to this that development was aware of the problem (the progression/low ratings thing) and working on a fix. I was one of them. Now I don't necessarily trust the word of a random support drone when they have a high incentive to get you off their back, but the cumulative weight of these things suggest there was something real behind it.
2. Not all companies are exemplary or consistent in their communication to customers. Bungie is really good at this stuff, EA not so much. If you look at their official forum you can see at different times that EA employees are online, but none of them have replied to threads since launch - so they see what we're discussing, they're just not saying anything. And the company I work for has this kind of problem as well. Usually customers find out about bugs and prospective patches by calling in, not via statements from development or the company; those are slow in coming, sometimes not until the patch is actually available.