Missing Players

I bought two packs from the in store game days ago I pulled the LTD Patrick Mahomes, and Jeremiah Smith LTD. They are in the Record Breakers promo and when I checked my item binder they weren’t in it. I waited a few days before contacting EA but they are still not in it. Due to the fact I spent money on the game, I am irritated. Can you do something to help? 

I have spoke with two separate people and they keep passing my problem to someone else. Can you please just give me a straight answer? I wouldn’t be so mad if I didn’t spend real money on it.