Missing Hero XI Promotional Pack – PC (Epic Games)

Hello,

I am missing the free Hero XI promotional pack in EA SPORTS FC 26 Ultimate Team.
The pack never appeared in my store, even though it was supposed to be granted.

I contacted EA Help multiple times, waited more than 48 hours, and uploaded screenshots, but every case was closed without resolution.
This seems to be an account-level grant issue.

Platform: PC
Launcher: Epic Games + EA App

Please escalate this issue to the appropriate team.
Thank you.