Won't let me refund a game purchased yesterday (9/6/26) and never opened.

I recently added 50 dollars to what I thought was the EA account I had been downloading Madden on the last few years (via the EA app). I have two different accounts, a new one I had made using my email a few years ago, and a separate one that was linked to my Xbox account a while back. I was unaware of this stupidly enough and added 50 dollars to my new account's EA wallet and then went to purchase Madden 27 (with the loyalty discount at 48.99) but I couldn't get the option to show up to use my EA wallet. I did some research, and checked that sometimes there was a UI issue with the app and to put a source of payment in first and the wallet would pay for the majority and the other source of payment would cover the rest (3.03) after tax. I also thought that I "confirmed" that these accounts were one in the same by clicking the redirect to the website button on the app with took me to the other account for some reason, thinking they were one in the same. After clicking purchase, I was shocked to learn that it had indeed charged the entire amount on my card.

The first thing I did was try to get a refund, just for it not to show up in the purchase history on the website. That's when I realized it was two separate accounts and I had created two problems for myself now. I signed into my old Xbox account the website first thing, and yes the game purchase was there in the history. But when I used the refund tool, it didn't show up as an eligible game? How? I hadn't downloaded or opened it and its not a preorder. It also has only since last night (9/6/26) and EA's refund policy lists you can make a refund: within 24 hours of opening a game, within 14 days from the day you bought it (if game not opened), none of which I disqualify for. 

So now I'm stumped. I need to refund this game with the accidental purchase on the wrong account and I also have the 50 dollars of EA wallet credits on a separate account without the loyalty discount because I hadn't purchased the previous Maddens on that account. I need EA to help me: 

1. Grant me the refund Madden 27 on my old Xbox account (the one I'm using to write this)
2. Less important but also needed; either help me transfer the funds between the two accounts (I can provide verification) or grant me the loyalty discount for my new account. I have purchased and owned every Madden since 2020 starting on Xbox.

Thank you to anyone who has read this - I have sent multiple tickets to EA about this issue hoping to get it resolved as soon as possible. It has been increasingly difficult without them having a direct line to call for support.