EA Play - Missing September Rewards Madden 24

I've contacted EA support via e-mail and gotten no where. The first "result" was to wait a few days. that passed and now the second "solution" was to post here my issues.

- I've had xbox game pass subscription for years. Through that I have had EA play for years

- I've played multiple 10-hour trials of games through the ea play benefits, so no one can even try and tell me I don't have EA play.

- I did the 10 hour EA play trial of madden 24. I bought the game with the EA Play discount. I received the EA Play welcome pack upon downloading. I have EA Play (this seems to be a very hard to understand concept)

THE ISSUE:

- I did NOT receive my September 1st EA Play rewards packs (multiple people got three to four packs). Please help me resolve this.

my account is this account.

Secondary rant - your customer support team via e-mail needs SERIOUS training. the fact a new member responds to every e-mail and has a different MIS-understanding of what the issue is is absolutely concerning. I had a customer support rep e-mail me a link to the EA Play member benefits and say there is nothing listed for madden, when on that same page, in giant thumbnail format was the September rewards that I circled for them to see.