No refund

I'm really having a hard time with EA. How can it be that I've been waiting for a refund for almost 2 months and I still haven't been informed. I pre-ordered EA FC25 on August 1st, 2024, but the standard edition. When I wanted to cancel the pre-order so that I could buy the ultimate edition, that didn't work at all. I have opened thousands of cases and the penultimate consultant opened on September 12th. said that the pre-order was only canceled and not refunded. Furthermore, the advisor said that I would get the money back within 4 days AND THERE'S STILL NOTHING. I've been trying to get this * done for days and all I want is a refund - my EA seems to be so greedy for money that they're now deducting me.

I really hope that I get an answer as soon as possible before I throw another tantrum!!