Tradeable and untradeable players missing

There is a case for this and I was told to escalate here:  Case #192093152.

The first rep try to tell me I sold the cards and I clearly did not.  The cards were in my lineup and are not in my sold items like it would show if I sold them. This is clearly an error with my lineup cards.  All the tradable and untradeable  cards in my active lineup went missing from my lineup and inventory.  The bnd cards remained in my lineup.  

I was quite frustrated with the first rep.  The second rep was more willing to listen to my case and guided me here to help the rep support me better.  

Here is the transcript to the rep who was helpful thus far:

ajat (2024-10-14, 11:44:06 AM): By continuing, you consent to the monitoring and storing of this conversation, including with an EA vendor, subject to the terms of EA’s User Agreement [https://www.ea.com/legal/user-agreement ] and Privacy and Cookie Policy [https://www.ea.com/legal/privacy-and-cookie-policy ].

Thank you for contacting EA HELP, my name is Rajat, may I start with your first name please? 
undefined (2024-10-14, 11:44:21 AM): Hi 
undefined (2024-10-14, 11:44:27 AM): Peter 
Rajat (2024-10-14, 11:44:46 AM): Hi Peter, thank you for confirming your name. Nice to meet you. I hope you are doing well. How may I help you today? 
undefined (2024-10-14, 11:44:53 AM): Hi 
undefined (2024-10-14, 11:45:05 AM): It is my day off and I am ok 
undefined (2024-10-14, 11:45:12 AM): I hope your well 
Rajat (2024-10-14, 11:45:36 AM): I am good, thank you for asking. 
undefined (2024-10-14, 11:45:39 AM): So my cards in my lineup gone missing 
undefined (2024-10-14, 11:46:00 AM): All the tradeable and untradeable players are missing 
undefined (2024-10-14, 11:46:13 AM): The bnd cards in my lineup remained 
undefined (2024-10-14, 11:46:19 AM): All my fodder remained 
Rajat (2024-10-14, 11:46:23 AM): As I understand, you are missing your cards, am I right? 
undefined (2024-10-14, 11:46:46 AM): It is only the tradeable and untradeable cards in my active lineup that went missing 
undefined (2024-10-14, 11:48:54 AM): The last rep I talked to says I sold them but I did not sell them.  They were in my lineup and are not in my sold items like it would show if I sold them.  This is clearly an error with my lineup cards.  I can prove with a picture or video all my sold items and these cards are not sold.  They are missing.  I can prove this.  Ea is not supporting me on this. 
undefined (2024-10-14, 11:49:02 AM): Can you please assist. 
Rajat (2024-10-14, 11:49:43 AM): No worries, I will surely check this for you and help. 
Rajat (2024-10-14, 11:49:48 AM): May I know the email address linked with your EA account? 
undefined (2024-10-14, 11:50:03 AM): [REMOVED]
Rajat (2024-10-14, 11:50:12 AM): Thank you for the email address. 
Rajat (2024-10-14, 11:50:18 AM): May I know the name of the game? 
undefined (2024-10-14, 11:50:25 AM): Nhl25 
Rajat (2024-10-14, 11:54:05 AM): May I know the name of the missing players? 
undefined (2024-10-14, 11:54:16 AM): There were many 
undefined (2024-10-14, 11:54:28 AM): Mathews 
undefined (2024-10-14, 11:54:34 AM): Taresenko 
undefined (2024-10-14, 11:54:41 AM): Hughes 
undefined (2024-10-14, 11:54:45 AM): Makar 
undefined (2024-10-14, 11:54:54 AM): And more 
undefined (2024-10-14, 11:55:15 AM): If they were in my lineup and not bnd they went missing 
undefined (2024-10-14, 11:55:44 AM): And I can assure you lineup cards cannot be sold if they are on  an active roster 
undefined (2024-10-14, 11:56:03 AM): Do you want all the names? 
Rajat (2024-10-14, 11:56:19 AM): May I know the date on which the player went missing? 
undefined (2024-10-14, 11:57:21 AM): I was playing around 9 AM this morning and all was fine and logged back in around 945  and they were missing 
undefined (2024-10-14, 11:57:28 AM): This is eastern time 
Rajat (2024-10-14, 12:05:06 PM): May I know if you have checked your auction history? 
undefined (2024-10-14, 12:05:27 PM): Yes 
undefined (2024-10-14, 12:05:37 PM): They are not in my auction history 
Rajat (2024-10-14, 12:05:55 PM): As I can check all the players were sold on Oct/14/24 
undefined (2024-10-14, 12:06:23 PM): I attached a picture of my last sold items for your refernce 
Rajat (2024-10-14, 12:07:29 PM): I can assure you we have checked all the possibilities and scenarios in this but all we have found all the players were sold and it was done through trusted devices or sources. And we cannot escalate it further because this is the higher form of chat support any players can get. 
undefined (2024-10-14, 12:08:09 PM): But they are not in my sold items and I did not sell these 
undefined (2024-10-14, 12:08:26 PM): My picture is more trusted 
Rajat (2024-10-14, 12:11:22 PM): Trust me on this, I would have been the happiest to grant you the content but EA has not provided us the utility for it and our hands are also tied. I hope you understand that I am bound with the limitations of the process. 
undefined (2024-10-14, 12:11:35 PM): I do not 
undefined (2024-10-14, 12:12:24 PM): I spend a good amount of time and money on this and I clearly have the evidence to prove my case.  I can even provide a video if you show me where to send this. 
undefined (2024-10-14, 12:13:23 PM): I should not be left to dry because ea has not provided the support utility 
undefined (2024-10-14, 12:14:00 PM): This is a special case and I would like it handled with justice 
undefined (2024-10-14, 12:14:28 PM): And to say you are busy is not good enough sorry 
undefined (2024-10-14, 12:14:56 PM): This is my day off and my time on this is valuable 
Rajat (2024-10-14, 12:17:24 PM): You do not need to worry about it. I am taking this as a feedback. So it means our team will look into it. I really appreciate that you have brought this issue in front of our developers, so that we can share with them this issue and let our team know that players are facing this issue, so that they can look into this issue at earliest! You do not need to worry about this. I am with you in this case. I would request you just wait for some time please. it is just a matter of time. I am also a player and I know how it feels, no one can understand your situation better than me. You are so important for us. I hope you can understand. I am trying my best to help you out from this. I am taking this as a feedback and also I need a favor from your side as well. I would suggest you please report a bug for better and fast updates. 
Find link here for report a bug: https://help.ea.com/en/search/?category=report-a-bu 
undefined (2024-10-14, 12:24:41 PM): I did this for you 
undefined (2024-10-14, 12:24:48 PM): https://forums.ea.com/idea/nhl-25-bug-reports-en/tradeable-and-untradeable-players-missing/4985135 
Rajat (2024-10-14, 12:26:35 PM): Great! 
Rajat (2024-10-14, 12:27:04 PM): Please wait for the community manager to reply on the thread. 
undefined (2024-10-14, 12:33:15 PM): Nothing yet 
Rajat (2024-10-14, 12:34:24 PM): I do not want to set any false expectations with you here about this, might be they will reply in coming hours but I can not confirm you the exact time frame however, we will try to reply at the earliest! 
undefined (2024-10-14, 12:36:27 PM): Did you read the bug I reported? 
Rajat (2024-10-14, 12:36:47 PM): Yes. 
undefined (2024-10-14, 12:37:14 PM): Will you add to it?  Is there anything you want me to add to it? 
Rajat (2024-10-14, 12:38:00 PM): You need not have to add anything. Once the community manager replies, they will ask you the required details and help. 
undefined (2024-10-14, 12:38:48 PM): Are you still working with me on this? 
Rajat (2024-10-14, 12:43:48 PM): Yes. 
undefined (2024-10-14, 12:44:04 PM): My understanding was if I report that bug for you it would help you in helping me to have this resolved 
undefined (2024-10-14, 12:44:11 PM): Ok 
Rajat (2024-10-14, 12:46:46 PM): I am so sorry for the misunderstanding. Once you report, the community manager will look into the issue and help. I will add the details in my notes about this issue from my end. 
undefined (2024-10-14, 12:47:11 PM): I reported 
undefined (2024-10-14, 12:47:30 PM): Will I be able to see you added your notes? 
Rajat (2024-10-14, 12:48:27 PM): The notes will not be visible to you. 
undefined (2024-10-14, 12:51:48 PM): Will you be able to provide your notes and feedback now as while are working on this? 
Rajat (2024-10-14, 12:57:06 PM): Please let me know the feedback you want me to add in my notes. 
undefined (2024-10-14, 1:00:24 PM): Well I understand you are working on this and for me to help you have this resolved you recommended I open the issue at the link you provided so you can better help me.  So I did that.  I just don’t want to see you drop off and would like you to do what you have to do to o together we can have this resolved. 
undefined (2024-10-14, 1:00:35 PM): You said don’t worry but I am 
undefined (2024-10-14, 1:00:57 PM): I would like solid top notch support on this issue 
Rajat (2024-10-14, 1:01:47 PM): I will take the feedback that you are missing your player from NHL 25 and add it in my notes. 
undefined (2024-10-14, 1:02:28 PM): I am missing many players 
Rajat (2024-10-14, 1:03:04 PM): Sorry for the typing error. 
undefined (2024-10-14, 1:03:15 PM): They were all tradeable and u tradeable from my lineup.  The bnd cards in my lineup remained.  The cards not in my lineup are not missing. 
undefined (2024-10-14, 1:03:27 PM): This is very specific 
undefined (2024-10-14, 1:03:51 PM): Something happen to my lineup cards that are tradeable or untradeable 
undefined (2024-10-14, 1:04:15 PM): If you u understand that part maybe you can have this resolved quicker 
undefined (2024-10-14, 1:04:54 PM): Is this clear? 
Rajat (2024-10-14, 1:05:38 PM): Thank you for the details. 
Rajat (2024-10-14, 1:05:48 PM): I will add all the above details in my notes. 
undefined (2024-10-14, 1:05:58 PM): Great 
undefined (2024-10-14, 1:06:15 PM): With this info I would also think you can have this resolved now 
Rajat (2024-10-14, 1:10:01 PM): I do not want to set any false expectations with you here about this, might be this issue will be fixed in coming hours but I can not confirm you the exact time frame however, we will try to solve it at the earliest! 
undefined (2024-10-14, 1:11:25 PM): Thank you 

Edit: Removed email address. Do not post personal details on public forums. -CM