Missing untradeable Mbappé — unable to reach live support

On October 10 around 5:16 PM EST I packed a gold untradeable Kylian Mbappé on FC 26 (PS5) — this was my biggest pull ever and I even took a screenshot right after. Later I realized he was missing from my club.

He isn’t in Quick Sell Recovery, the transfer list, or any of my squads. The only possible explanation I can think of is that maybe the squad builder unintentionally added him into an SBC I completed soon after packing him, but that absolutely wasn’t my intention and, in many years of playing FIFA/FC, this has never happened before. It’s why I’m wondering if there could have been some kind of sync or glitch issue that caused the card to disappear.

I’ve tried contacting EA Help several times but keep getting disconnected or see the “issue isn’t supported by advisors” message, so I haven’t been able to reach an agent.

If any community manager or EA rep sees this, could you please help escalate or forward this to the right team for an account-log review? I’d be so grateful for any help — this card really meant a lot to me.

Thanks so much to anyone who reads or responds