Missing Icon Pack

Before I start, I have spoken to ea live chat advisors many times now, the last one told me to bring the issue on here to get the support I need. 

I pre-ordered EA FC 26 on the 1st of September. When I bought the game, it said I will receive the icon pack (please see screenshots for proof). I haven't received it, I keep getting mixed responses from advisors some saying I'm not eligible, some saying I am. Truthfully, I don't care what they say, I should be receiving what I was told I was going to get at the time of purchase. I understand now after being told by these advisors that I had to preorder the game before a certain date but, at the time of pre-ordering I all I saw was the list that included the icon pack. I said this many times as they don't seem to get it.

On top of that, my friend who preordered the game day after me (2nd of September), came across the same issue, he reported it and received the icon, no questions asked, so the advisors seem to also be very inconsistent with their decision making. 

I believe it's a base consumer right to receive everything you paid for. So I'm hoping this gets rectified. I have more screenshots for proof such as my friend's purchase date, ticket number and team containing the pre-order icon. Can provide anything required.