It also happened to me, and I already report it to EA, and actually was able to chat with an EA employee instead of a bot (twice), and the answer is always, "we understand, but our team cannot do nothing about it, it will get fixed soon". While the case shows "in progress", after around 12 hours I have spoken to the EA employee I receive any email to post my problem on this forums, and the case under the "My cases" section, show now "Resolved". Seems to me that we and our problem is being handled by a bot, and keep sending us to this forum, in the meantime I will never see my players back. What a disappointment! Case#214191638; Case#214147418; Case #214275118; Case#214190517
I'm not sure what more action to take, but it seems that the bug is never going to be fixed and we are never getting our players back! I will keep posting, perhaps EA will listen