Refund failed

Hi there, as the BF6 has not been released yet, you've made a pre-order, which is usually charged closer to the release date. That's why it shows as pre-order cancelled, instead of refunded. I suggest that you check if the funds have been taken from your account. If they have been taken, check with your payment provider to see if the refund request is set. In case you've been charged and are not set to receive the money back, contact EA Help for further assistance. 

Thanks for the fast response, yes the amount is deducted from my bank account and as for the refund there was no refund request to my account as per my bank statement when I contacted them. Unfortunately EA Help couldn't resolve the issue, the only thing they could do is provide me a game with the same price. When I asked about the same game they said it can't be the same game as it's still not released.

So until now I can't refund, I can't get the same game and I can't cancel my refund request and return my original purchase

I'm really sorry to hear about that. Unfortunately, we're unable to offer you a solution on the forums as we can't process account or billing-related issues through the forums. I strongly encourage you to contact EA Help once again to find a suitable solution.