Misled by EA Help Support regarding accidental shop purchase - Case #251750528

Hi Community Managers,

I am writing here because I have hit a brick wall with EA Help live support and was given directly conflicting information by two different advisors regarding an accidental store purchase.

Within 5 to 10 minutes of making a purchase in the Battlefield 6 in-game shop via Steam, I realized I had accidentally clicked and purchased the "Lights Out" bundle instead of the "Venom Drip" bundle. I immediately went to live chat to get this sorted before using any of the content.

- Under Case #251750528, Advisor Frency K. explicitly stated that they documented my issue and escalated it to the game team for investigation, telling me to follow up later.

- When I followed up today under Case #251781304, Advisor Preeti reviewed the chat log and admitted that the previous advisor made a direct commitment, but stated that the case was never actually escalated and was instead just closed as "feedback." I was then told that support has no internal pathway to escalate this further or let me speak with a supervisor.

I understand that standard frontline advisors cannot process in-game currency refunds, but I was promised a specialist escalation to handle a content swap (removing the "Lights Out" items and granting the intended "Venom Drip" bundle).

Could a Community Manager please look into the notes for Case #251750528 and Case #251781304 to help me get this escalated to someone who can assist? My EA ID is EggenBF.

Thank you for your time.