My 117 Mbappe disapeared

Somehow, my 117-rated Mbappe disappeared from my squad and my entire team. He literally vanished. I've been contacting EA for about three weeks now, and they haven't given me a good solution, which is really strange. And recently, I played a Head-to-Head Attack match, which I won, but I didn't get my star, points, or anything, haha. This is weird jajaj