Missing Madden Points from Purchasing

I purchased a redux pack on October 25th. It took my points but did not give me a pack. I have put in 4 tickets. Chatting with reps for an hour each as they keep passing me off to the next. IDK what else to do? I spend heller money in this game. If there is an issue on their end, they don't seem to care helping their customers. You can see from the video attached as proof of this happening. I try to attach the video to chat but it's too big. I try to copy the link, and every time they say they cannot copy the link into a browser to see it. That makes no sense. It's frustrating!

Here's the video

https://youtu.be/UL3eKmrcsSA?si=uf__lZEcjXbNtC5w