EA refused to distribute the corresponding pre-order rewards

I pre-ordered the Ultimate Edition through the Family Group and received the gift on July 29th. Then I gifted it to another account. However, I haven't received the Legendary Card Pack and Green Points yet. I have communicated with EA customer service, and they said the system shows that it was purchased after August 26th, asking me to contact Xbox support to modify the purchase time. I contacted Xbox support, and they informed me that the purchase time couldn't be modified but provided a ticket number as proof of my purchase time. I gave the ticket number to EA customer service, but they didn't recognize it as proof. So, I would like to ask why I haven't received the corresponding rewards even though I have paid for them?