MISSING ICON PRE ORDER PACK!?

I pre ordered the game months ago I even pre downloaded the game and everything when I logged into the game I got the fc points and the season pass but not the icon pack so I go to my Xbox games details and under the details it says early Ultimate edition rewards and I don’t have anything, so I contacted ea help after more than an hour of waiting I get help from an agent he tells me he’s going to transfer me I waited another hour and a half just to be back to him again and this time he helped me and told me I’m going to get my pre order icon pack in 2 hours?! That was last night it’s been over 8 hours since he has told me that I would receive my icon pack and I have not received anything yet? Anyone else have this happen? I’ve been playing for over 10 years!