FOF Generic Player bug

Product: Madden NFL 21
Platform:Microsoft XBOX One
Which console generation do you have? XBOX One X
What is your gamertag/PSN ID? cablejack247
Date/time issue occurred since launch
What type of issue do you have? Gameplay
Which mode has this happened in? Face of the Franchise - QB1
Summarize your bug I cannot play face of the franchise as the game defaults me to "generic player" and my created player does not show up. I am a random player that madden created. When I start the mode I fully customize my player and everything, This makes the mode unplayable. It has happened since launch. I have uninstalled, reinstalled and even cleared all my data and started over. I have video of the glitch. Please fix as right now this game is not worth what I payed for it. It is broken. my name does not contain profanity either.
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? look at my face of the franchise mode? Have me send you the video.
What happens when the bug occurs? I need to quit as my player is not in the game.
What do you expect to see? A working mode and my create a player
PS4 Crash Reporting: Please copy the text you put in the crash report here.
What is the AMD or Nvidia Model Number of your graphics card?
Enter RAM memory size in GB

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I had to upload the video file to my one drive because it was too big to post.

Glitch Face of the Franchise 

I think we should get a refund for this as it is a game breaking glitch. Cant play the game we purchased. 

Yeah in franchise change role to player, Your player last name it will not call, Was working fine in madden 19 and 20, This is warranting a total refund, they killed the franchise immersion.