Missing club member status

I have fc founder status but not club member.  I played both 24 and 25 at launch.  As a result I have the Hey Jude evo but I don't have access to the zidane evo.  How can I correct this?

I meet the criteria outlined here: https://www.ea.com/en/games/ea-sports-fc/fc-25/news/fc-25-club-membership

When I talk to support they say they can't do anything or access any of the information such as the records of when I played.