Refunding expansion

I accidentally purchased the enchanted expansion (I  was sure I added more items to the cart, the total was 60% off and the items were discounted) however, not sure what happened but it purchased only 1 expansion with full price. Trying to get a refund but the refund tool is not aware of my purchase. Customer support says the payment is not processed so it will take 3-5 days to refund the item. But it is available for download in EA play app (I have not downloaded it yet, until this mess is sorted out) 

impossible to contact support as the AI Bot is not very clever and keep redirecting me to Refund tool page.