Companion app

Hi, my son has been playing ultimate team since FC25 came out, playing hundreds and hundreds of games and spending a small fortune on points. I've just spent an hour with support and they are telling me that he just needs to keep playing games and eventually he will get access to transfer market. He plays the game religiously every day so I don't understand why he doesn't have access and no one can help me resolve the issue.

Any advice would be greatly appreciated.