Spent 3 hours last night trying to get a refund for BF 6

Hi, I'm hoping someone from EA can help.

I bought Battlefield 6 days ago, but I first launched it last night around 10pm and I have under 2 hours of playtime. According to the Great Game Gurantee, a refund should be allowed if it is requested within 24 hours of the first launch (it is still within the 24 hours right now).

Despite this, I spent 3 hours last night with multiple support agents and never recieved an explanation for why my refund was denied (see the attached photo). Instead, I was repeatedly pushed into technical troubleshooting like DXDiag, even though I am not trying to fix the game. I only want the refund that the policy says I qualify for.

I was also told there was no higher authority to escelate to, which does not seem accuarate. At one point one of the agents said he is the highest agent in the building, which was a blatant lie.

Can someone please clarify why the refund is being blocked or direct me to the correct team? I am just trying to follow the stated policy.

Thanks