Season 24

Hello I reached out to EA help and received and response stating that rewards from previous seasons do not carry over to new seasons which i already know when season 24 came out I paid for the ultimate + bundle which includes all rewards earned for season 24 part 1 and part 2 and when season 24 part to began i had received all my rewards upto my current lvl of 30 then all of a sudden now i have everything locked and trying to say I need to purchase season 24 again I took all the steps to fix on my own from restarting game and console and making sure my EA account was linked still to my xbox series x apex account and then even uninstalled and reinstalled the game but still no luck so my question is do I just directly respond to the email I received from email as any other email conversation/response and wait for them to reply back? Or how do I fix this problem/bug