missed charms of ea eccess on my account

Hi, guys! I hope I've come to the right place. A few months ago, two keychains disappeared from my account, one of which was my favorite (the upland abomination from Dragon Age). I walked with him all the time, but one day I noticed that he disappeared without a trace. Can you tell me what the problem could be? :с

thank you

p. s. 

have pictures of this charms