Missing content in Ea FC 25

Hi, 

I bought the icon pack in store a few weeks back in Spanish and never received a 91+
icon. There was then a wait for compensation to come out. 1 week after that everyone received compensation except for me. I contacted ea help and a lovely man said I was affected and needed to be compensated but said there was an issue that the team was looking into. That was 4 days ago. Today I spoke with Akshayk K who said it was all given out by a sever and they could not manually add content to an account. I attempted to get information to contact someone who could help me but she did not do that. She then said that my account was not eligible for the compensation, when I asked why she then ended the chat without giving any explanation. I obviously was affected but never received the correct content. Can someone help