Never received my xfactor pack

NHL 22 hut failed to synchronize points & bonus packs with the xbox series s version installed. I installed nhl 22 xbox one version after all failed with the xbox series s version, all loyalty packs, diamond packs, x factor player choice pack, power pack, hut icons pack and the points that I purchased showed up in the nhl 22 xbox one version. Then I closed down the nhl 22 xbox one version and opened the nhl 22 xbox series s version the points showed up but no pre-order packs

I haven’t received mine on either system nor the points I purchased. I opened several tickets with EA help

Console: Xbox Series X

September 8th - pre-order NHL 22

Play HUT throughout the EA access trial and spend a fair amount of money on packs.

October 16th - EA access trial expires. Wasn't sure when the game was officially launching. Check the Microsoft and realize the game launched. Check my owned games and click NHL and get a warning message about Gen 4 & Gen 5 progression???? Realize I pre-ordered the Xbox One version and not the Series X version. NEVER PLAYED ANY GAME MODE AND DID NOT CREATE A HUT TEAM ON GEN 4. Contact Microsoft and explain the situation about ordering the wrong version for my console (It is early morning Oct 17th at this point). They happily refund me for the Xbox One version and tell me to purchase the Gen 5 version. After really enjoying HUT I decide to buy the X-Factor edition. 

October 17th - Received my loyalty packs but none of the X-Factor bonuses.

October 18th - Contact EA chat support and explain the issue of still not having received my X-Factor packs. They assure me that this is a known issue that they are working on fixing and that they can't help help me at this time but to keep checking as the team is working on fixing it.

October 19th - Follow-up with EA Help Twitter asking if they know when we can expect a fix for the missing X-factor bonuses. They ask me to elaborate on my missing info so I run them through the summary of my issues. EA Help Twitter replies: "We are not seeing any issues with anyone missing their edition rewards". I let them know that I was told by EA chat support that this is a known issue and the team is working on fixing it and I can share with him the chat log that I saved. They reply acknowledging that although many players have reported not receiving they looked in to it and determined that everyone has received it or they weren't eligible. EA Help twitter tells me that I have to contact Microsoft (retailer). I contact Microsoft and what do you know... They say that they've seen a number of the same reports and that they do not control in-game content and this would have to be addressed by EA. Microsoft agent confirms that my profile has X-Factor version entitlement.

Start searching online and very quickly find dozens of people complaining about the exact same issue and that they're all getting different answers and direction about this from EA. Some told that the problem is being fixed and to sit tight, some sent into the Microsoft/EA support loop, some told that there isn't any issue. 

I buy NHL every year, without fail... I always pre-order. I pre-ordered the wrong version which is my mistake. You guys can't honour the pre-order status as the version was updated post-launch? I get it, fair is fair. But what about all of the X-Factor bonus content that I haven't received? Why did I just spend an extra $40 for nothing?

Exact same issue here bud.

I opened several tickets with EA 

The first thing they always say did you redeem your pre-order code? This does not exist ofcourse.

Then they say the issue lies with microsoft. I contacted Microsoft and they see that i am entitled to the pre-order content. But how can they reward ingame content? So the loop clearly ends there and EA is responsible. 

When i get back to EA its always step 1 and 2 again. It's maddening. 

I have lost hope they will fix this. 

I made several reddit posts describing the problem. It's an outrage paying extra and recieving no rewards and not being taken seriously. 

Hello, everyone. Did any of you load into both versions of the game? Content doesn't carry over between console generations. Pre-order content will go to the game you access first. As an example, if you played the Xbox One version first and then opened the Series X version, all the pre-order content would be on Xbox One. If this isn't the case and you haven't played both versions, you'll need to contact the retailer the game was purchased from to see if they can assist.

Hi Aljo, 

Thank you for your reply, 

I did not install or open the XBOX one version of the game. The pre-order bonuses should appear on my xbox series x. 

Your suggestion of contacting a retailer is not helpfull at all, I contacted microsoft several times and they explained to me everything is alright along their end. Let me please show you one of their reactions. 

Basically we at Xbox support, do not have any control with in game items as it is the game developer that loads them on the game account of gamers and for the game NHL, it is basically EA.

and another answer: 
I can see here that we have received the same contacts with the same issue as yours and it seems that there is an ongoing problem with EA in delivering the items to gamers and since the game was just released fairly recently, there game system is still currently in a mess and having a lot of problems. Now, being part of the Xbox support for a very long time now, issues like this happens when a game is just released but they do get resolved after a few days or a week. Now, to be very honest with you Jeffrey, the best thing to do here is give EA a few more days to fix everything on their end and deliver the needed items since a lot of gamers are having the same issue as yours

EA should be transparant and helpfull about this, as it stands it's a complete customer service mess on this issue. 

I refuse to accept your answer therfore and will keep adressing this issue on any channel that is relevant. 

@BSBully79 

Are you gamesharing by chance?

@mikeyrev99 

It's not a known issue that I'm aware of. When it comes to not getting pre-order content, that's not something we can help with. Which is why you're being referred to Microsoft/Sony for assistance.

@EA_Aljo 

Microsoft is referring us right back to EA as Microsoft cannot control in-game content. It is infuriating to keep getting the run around from all different EA points of contact. Saying that it isn't a known issue is either an outright lie or just willful ignorance. I've seen dozens of different posts from people all in the same situation across this forum, twitter and reddit. This needs to be addressed or offer a path to refunding the difference between the standard edition and X-factor edition.

There is also no warning message or pre-release information about bonuses being applied to the first loaded version. I didn't even load up the XB1 version after purchasing the X-factor edition. Please view my post (that was moved out of it's own thread and into this topic for some reason. I assume to optically minimize the amount of threads complaining about the SAME issue that you claim doesn't exist). Would love to have someone reach out to discuss this issue further. I'm assuming that there is some flawed logic in the entitlement code for certain scenarios.