Missing my Ultimate Edition Evo

Hey,

I preordered Ea Fc25 and bought the ultimate edition. When I was playing it last week I had the ultimate edition Evo in my list of evos to use however it vanished several days ago and hasn’t returned. I never used it and have friends who have had theirs removed to.

has this happened to anyone else and how do I go about getting it back? I’ve tried contacting support but they keep going on about “not preordering on time to receive my hero” when I’m not even mentioning anything about a hero…

Many Thanks