Madden ranked bug

Good afternoon EA a issue has happened to me where I had to play a rank game to receive my rank player reward for season 1 instead of logging in and immediately receiving my reward when I played a game I lost points and deranked to hero instead of getting my champion player. Please EA I have been waiting for the reward for more than a month and can I please receive the player I have been promised to get for my hard work. Thank you so much, I hopefully get a response soon.