Unfortunately you're out of luck! Make sure you and your team all have default hair cuts as Ea_Aljo has said that was an issue in that could cause it. And all other vanity items.
We just have to keep waiting, it's been a known issue since release but maybe you and your guys can all chat in a party and just play HUT until NHL26 or until they can solve the issue. Unfortunately nothing else can be done and you will not be getting a refund or any gift from EA. That's what me and my boys have been doing since I've been on this forum the last couple weeks asking for a solution or compensation.