2800 Fc points won’t load on to my account

Hi Ea 

On the 29 September I loaded up 2800 from a coad on to my account when I redeemed it it said it I got it but wen u went on my account there was nothing there and when I tried to redeem the coad again it said it it said it had already been redeemed I reset my x box and reinstalled fc 24 again but nothing worked please coud you put the points on my account

thanks

Innes