Pack glitch

Hello! I play madden and recently purchased 50 dollars worth of points to buy packs. The 1st purchase of 25 dollars went completely normal however my 2nd purchase was just the opposite. When I purchased my pack my server crashed and the game took my points and never gave me my pack-the most feared platinum pack. I have talked to ea agents and they haven’t done anything except tell me to wait and my pack still hasn’t arrived after a day. Has anyone else experienced this and can I please get some help/get my pack of money back. I have a transaction history with both my purchases and transcripts of ea agent chats for proof of purchase. I’m not sharing these because they contain personal information. I am on Xbox series X and my username is gregoman1. Thanks!