Web store order failed but PayPal still charged me – can't reach a live advisor

Hi,

On 15 October 2026 I bought 7,200 Apex Coins (Apex Legends, PC) on the EA web store and paid with PayPal. In my EA order history the order shows as "Failed" ("Your payment failed"), and I never got any coins from it. But PayPal shows a completed payment of €59.99 to Electronic Arts, Inc for this order, and that amount will be taken from my bank on 14 November.

I've since bought the coins again in a new order, which went through fine. So I don't need the coins from the failed order. I only need the €59.99 PayPal payment for the failed order refunded.

I've tried the Fan Care chat on EA Help. It confirms my details (Apex Legends, PC, purchase/payment problem for missing Apex Coins), but then says it "wasn't able to check live-support availability" and that no case or transfer has been started.

How can I get a case opened or reach an advisor for this refund? I have the order number and screenshots of the failed order and the PayPal payment, and I can share them privately with support.

Thanks!