Missing Players and Cards

Has anyone else had issues of not getting the players from purchased packs? I've had this happen to me more than once and have reached out to support. They replied stating that the account has not been hacked?? How is this any help? 

For example I purchased a most fear pack from the store and opened the packs. I received a ja'marr chase card. Exited the store and seen the player was not in my available cards. In the packs bin it show that 1 pack was available to open but when I enter the packs bin, there's no packs available. I have spent tons of money and purchased just about every promo available thus far. This has not been the first time thay this has happened since the release of madden 25 and refuses to spend any more money until this is resolved. Any advice or help to fix this?