Packed Gold Palmer when his TOTS was live

On May 9th at 9:39AM (UK Time), I packed Cole Palmer’s gold card. At this time, his TOTS was available in packs and was due to become unavailable on the same day at 5:59PM. 

As soon as this happened, I contacted EA Support through their live chat and spoke to an advisor who looked through my account and confirmed there was an error, saying that Palmer’s gold card shouldn’t have been available in packs. The advisor told me that he had sent my case on to EA’s team to investigate further, and assured me that I would be compensated with the correct TOTS item for this error. 

The advisor told me that someone from EA would either update me via email or that the correct TOTS item would be sent to me via the in game store to claim. It’s been 3.5 days since this happened and I have received no further communication or update. 

I therefore opened another live chat today to follow up on this, and I spoke with an advisor who told me that my case was still being reviewed, but said that I also needed to post my bug on this forum. I’m really not hopeful that this issue will be resolved, but thought I’d do as the advisor said and post on here anyway.

Case Number: 210571470