i need help ncaa25. the game is not recognizing my ea user id

I need help and I'm starting to get frustrated and angry. When i play NCCA Football 25 for some reason when i go to the download center to pull up the teams i created in teambuilder when i do a search by my username this stupid game keeps telling me no matches found. However, when i go to the teams ive shared tab it list all the teams I've created and it will give me the option to download them into the game or delete them. On this very same screen it shows my ea id in the box as the creator of that team.  Why is the game not recognizing my username even though my user id is recognized on the ea website and the teambuilder website?  i have contacted customer support and they are useless. I keep getting passed off and its making me more angry because i cant get anyone to help me.  Can somebody freakin help me.  I'm on the verge of deleting my ea account and never playing another ea game again.  My user id is neckbone72.  I didn't buy the game as a download. A hardcopy of the game was given to me as a gift.  I had a trial download saved on my ps5 but i deleted trial game and had the hard copy of the full game reinstall by the disc, and that still doesn't  work. its still giving me the same message of no matches found when i do a search for the teams i created by my user id name.  Can somebody please help me.