Pulled X-Factor Card - Did not get added to "My Collection"

Product: NHL 24
Platform:Xbox Series S
What is your gamertag/PSN ID? JockoGood
How often does the bug occur? Rarely (0% - 9%)
Steps: How can we find the bug ourselves? Purchase pack, pulled X-Factor card, send to "my collection". Access "My Team" view cards, filter on X-factor. The card pulled does not show up, nor does it show up with any other filters.
What happens when the bug occurs? Pulled Card does not get added to user collection.
What do you expect to see? I expected to see the the x-factor card that I pulled in the pack I purchased available in my-collection.
Was the issue in online or offline mode? Online
Insert Game Mode or Feature here Hockey Ultimate Team
What time did you see the bug? (HH:MM AM/PM) Estimate 11:45PM EST
What is your time zone? EST (IET) - GMT - 5:30
EASHL issues? Please insert your Club Region. NA
What is your game language? English

‌

October 15, 2023 at approximately 11:45 PM EST I purchased a card pack from the NHL 24 store. As I opened the pack, I happened to pull an X-Factor card. The X-factor was Larkins and on completion of pull I sent all my cards to "My Collection". 

When I went to "My Collection" via "My Team" I tried to find the X-Factor card but it was not available. I looked in my inbox, and items, and nothing was found. I do not remember the other cards outside of them being silver-tier cards. 

Summary; Spent 68 dollars on point package to purchase decks in the NHL Store. Purchased a pack with points that contained a Larkins X-Factor card. Upon completion of opening pack, I sent all cards to "my collection". I navigated to "My Collection" to not find the X-Factor card I pulled. I tried multiple searches and manually looking through my entire collection and the card was not available. 

After spending money for points to purchase card decks in hope of getting a great pull like an X-Factor, I finally got one in a deck to only find that it never got assigned to my collection. Real money spent on pack to achieve quality card, earn quality card in pull to find I never received it. Real money wasted. 

If possible (should be) can a query be executed to view all packs associated with my user id that I pulled to view all x-factors in those decks? I would just like the x-factor card I earned. 

Thank You.