Missing X-Large Plus Present

Bought the 4500 point pack on Friday January 2nd. I spent about 50$ to open this pack and specifically get that present pack. After opening a few other packs I  had sitting in my unopened packs, I was met with a server error. After lagging out, back to the home page of madden, I went back into ultimate team to check my last remaining unopened packs and I noticed that my present was gone, the pack I saved for last because it was the one that was most exciting to open. (especially since Adrian Peterson LTD dropped an hour beforehand)

After realizing it was gone I have contacted the EA support and made cases everyday since. I really haven’t gotten anywhere and was told they would tell their team. Eventually on like day 4 of trying to get this one singular pack back I was told that the team saw I received this pack and already have it (not true). I then tried to contact Xbox support as well and still nothing.

I have played this game for about a decade every year and don’t understand how for a loyal and big spending customer they can’t just reward me back one single pack even if they claim that I got it. This game is supposed to be fun and giving people such as me who play every year, spend lots of time and money the benefit of the doubt. EA is a massive gaming company and it seems as if they just don’t care about smaller players who aren’t youtubers popularizing their game. If they see this as a way of me trying to scam them into a free pack or soemthing that is ridiculous. As i’ve claimed I have been playing for a long time and this might be the first time i’ve ever contacted the EA support team. EA I really hope you can see this and help me out because I have proof I bought this pack and I know I haven’t received what I was trying to purchase