MUT 23 AKA promo players missing

I used 5000 training to get an 87+ AKA player and received 87 OVR Kam Chancellor (BAM BAM KAM) when I went to put him in my lineup he was gone. I also used madden points to purchase an additional 87+ OVR player and pulled 87 Night Train Lane. Same thing happened with him, gone from binder. I contacted EA help through chat several times, was told they can see the players in my account on their end and to uninstall and reinstall my game, which I did and still can’t see my players on my end. I just want the players or my training/points/money back. I spent real money on this game for the first time ever and instantly regret it and never will buy points again if this is how EA treats their players.