EA Customer Service - Wrong FC26 Version

Hello everyone,

On January 29th I purchased the Team Of The Year edition of FC26 on XBox. I've bought every FIFA/FC for many years and was excited to see the digital version discounted on the XBox store. 

Here are the perks you get from the TOTY edition, from EA's website:

The Team of the Year Edition gives you a full team of TOTY nominees through an untradeable Gold Team of the Year Nominees Starting XI Pack. This features 11 TOTY Nominee Gold Player Items (Men’s & Women’s) rated 82 or higher, including 1 Goalkeeper, 4 Defenders, 3 Midfielders, and 3 Attackers.

Additionally, receive three 2025 Highlights Player Picks from last year’s EA SPORTS FC 26 Football Ultimate Team campaigns up to and inclusive of Winter Wildcards, including 1 of 5 Defenders, 1 of 5 Midfielders, and 1 of 5 Attackers all rated up to 88 OVR.

Begin your journey with 5,000 Season Points for use to unlock up to 5 levels in the FC Season Pass.

The issue: I received none of those perks. I messaged them about the situation on January 31st with the information required and many screen captures. I got my first answer on February 3rd and it said:

Thanks for contacting us about your EA SPORTS FC™ 26 content. We’ve looked into your case, and you’re not eligible for any more content. This can happen if you didn’t earn your content in time, or you didn’t meet a reward’s requirements. 

I cannot understand how I would not be eligible for content that was offered with the version of the game I purchased (which you can see in the screen capture). I replied to the email (they advise you to do so if you want someone to look into it) with even more screen captures, which shows the version of the game I bought in the purchase history, the absence of season points in my game and even the absence of any points in Ultimate Team and screenshots of all the players I currently have (None of them TOTY of course).

I have received no answers yet. I am thinking of contacting my credit card provider and disputing the transaction. Depending on the resolution of the issue, it might be the end of my long EA gaming career. Has anyone been in a similar situation that got resolved? If so, how did you manage it?