Unable to claim 20k xp consumable even tried 3 different accounts

Hello, I was wondering why I never received my 20k xp  consumable even tried on my brothers, cousins and my account they all had level 20 builds but i had a level 50 build this issue has been here since the day it came out. I have all the preferences for ea fc 26 before it came out and even contacted ea but no reply from them also our club level was not that high at the time and even my lvl 90 friend had claimed it but I never received anything. I would really appreciate it thank you Ea.