'Failed to synchronize points' when making NHL Point purchase.

Details:

• Platform: PlayStation 5
• Missing Points Purchased: 20,000 NHL Points

What Happened:

1. I made two separate purchases of NHL Points on the same day:
   • 13,000 Points: This purchase was processed correctly and was credited to my account immediately.
   • 20,000 Points: This purchase resulted in an in-game error message saying, “Failed to sync points,” and the points have not appeared in my account since.
2. After the purchase, I used the 13,000 points (plus 450 leftover points from a prior purchase) to buy:
   • 4 Power Up Icon Packs (1,500 points each)
   • 1 Premium Player Booster Pack (5,500 points)
   These purchases totaled 11,500 points, leaving a balance of 1,950 points, which matches my current balance.
3. The missing 20,000 points have not synced to my account despite the transaction being confirmed as completed by PlayStation Support, with funds deducted from my bank account.

Steps Taken to Resolve:

1. Contacted PlayStation Support:
   • They confirmed the purchase was completed successfully and funds were transferred to EA.
   • They referred me to EA Help, as the issue lies on EA’s platform.
2. Contacted EA Support:
   • I provided all details, including my account information and transaction history.
   • EA support has repeatedly told me to wait for 24 hours or contact PlayStation, despite this waiting period having already passed and PlayStation confirming their side is not at fault.
3. Troubleshooting:
   • Logged out and back into HUT/WOC.
   • Restarted my console.
   • Cleared my cache and ensured all game updates were applied.

Key Evidence:

• My current points balance is 1,950 NHL Points. If the 20,000 points had synced, my balance would reflect significantly more.
• EA Support confirmed they could see the purchases made with the 13,000 points but could not verify the 20,000 points were used, suggesting they never synced to begin with.
• The funds for the 20,000 points have left my bank account, and the purchase is reflected on my PSN account.

Request:
I am seeking developer assistance to investigate this issue further. Specifically:

• Review my account’s transaction history to confirm the 20,000 points were never credited.
• Investigate why the points failed to sync and identify whether this is a bug affecting others.
• Provide a resolution by either crediting the missing 20,000 points to my account or issuing a refund.

Thank you in advance for your time and support!