Didnt receive EAFC preorder points

Hi i didnt receive the 4600 EAFC points which was supposed to be included with the ultimate edition which i got. I contacted multiple times to EA help but they just keep giving me the same copy n paste mail back where they think i bought those points separately. I play on steam and did pressed the redeem ultimate edition rewards button. It also shows in the dlc section that i have the ultimate edition. I also did not receive the Ultimate Edition evolution ingame. Hopefully you can help with the missing points, thank you.