Where to make a formal complaint?

I've downloaded a game  (Sims 3) that doesn't work - my pc is able to play the sims 4 fine. The refund tool was glitching so I couldn't refund that way, so I opened a case that was ignored and no further contact from EA, so I kept trying. I've done all of the troubleshooting and restarting my pc and the game does not work at all. They are now refusing to refund at all... I purchased the game 17 days ago and tried to refund myself within 24hrs of downloading and attempting to play. EA chat were incredibly unhelpful... one lady suggested I wait longer and then I could "claim" my refund and that is not the case... I can't play them and I just want a refund.