Didn’t get my icon pack

Hello all I have spent hours going back and forth with ea live chat and Xbox live chat both telling me I should speak to the other, 

I preordered fc 26 on 19/07/25 way before the deadline, in August my card associated with the preorder was stolen and I had to cancel/freeze the card, the payment for the pre order attempted to come out of that card on the 09/09/25 obviously being declined noting this on that day I went on and changed the card details and paid for the preorder on the 09/09/25 I have proof of all of this, fast forward to yesterday and I didn’t have the icon pack on my account, they are claiming I never pre ordered on the 19/07 despite having proof and that my payment went through on the 09/09 which obviously it did as that’s when they requested the payment, I personally feel I should be entitled to the icon pack as it’s evidently clear all I have done is change the card details on the same day it was declined and paid for it 

Any advice on how to go about this would be greatly appreciated or am I just cooked