Refund Problem Battlefield 6

Thank you guys, I need your help in Battlefield 6 Refund. When I tried to get a refund in Order history, it's not work in STEP3. Next I tried to start case to solve this problem, I started 2 CASES(#966356180 and  #906263281), no one replied me and even I cannot see these 2 cases in MY CASE. I tried to ‌connect with the advisor, it always show me the advisor cannot solve this problem. It's really terrible. Is there a advisor I can email directly to request a refund? I would really appreciate it! And My order number is #1005021260101. thx