CR7 TOTS card missing from UT squad

I have had this issue today, I played a match at 630, made myself some food and came back to find that my 97 TOTS CR7 had been removed from my team.
I spoke to 3 advisors on the chat and quite frankly these people epitomise what can only be described as some sort of DARVO approach to customer service. I've never experienced gaslighting and lying in the way the EA chat agents operate. 
 
Agent 1: Claimed the player would be back in my squad with a restart (Wrong) 
 
Agent 2: Claimed that there was no hack on my account, but it was a technical glitch and said if he could add the player back he would but unfortunately he can't nothing more he could do but he opened an investigation with "game team" no further explanation of the investigation, when it would conclude or how they would contact me when I asked about this he dropped the call. 
 
Agent 3: Said he was looking into logs of packed players, said I didn't pack the player, I gave him the exact time of packing him (my son took a photo at the time to send his mate so I had  timestamped  evidence) he then said I was lying, so I sent the picture of the card with the digital info w/ date included, he continued to say I was lying and he was looking at the logs, when I asked him to send me the logs he said they are private and for internal use. At this point I assumed what he was doing was looking at players in my club and seeing the acquired date when I challenged him he sent me a link to download basic account info (name, email etc) and dropped the call. 
 
Agent 4: Closed the call as soon as it began. 
 
I get it with these people that they probably have people trying to scam them constantly however their approach is pretty terrible and I'm genuinely shocked that more isn't made of it, the game being crap can be put down to EA losing their core developers and I sympathise somewhat with that but the customer care team operate in a way that is so far behind the times, a genuinely disgusting front for the company