Refund Denied for 96+ Shapeshifters Pack Despite Proof – Please Escalate

Hello,

I purchased the 96+ Shapeshifters (Week 1) Guarantee Pack for 375,000 coins in EA FC 25 Ultimate Team. The pack was advertised to include 1 guaranteed 96+ Shapeshifter.

However, I received 95-rated Schlotterbeck, which clearly does not meet the guaranteed 96+ rating stated in the pack description.

I reached out to EA Help and was denied a refund even though I repeatedly offered to provide full proof. They never requested any specific screenshots or video, but I kept offering to send everything I had.

Here’s the evidence I offered:

Screenshots showing my coin balance before and after the purchase

A video/screenshot showing the pack is now missing from the store, confirming I already bought it

 My EA ID: soccerbeast368

Case number: #213654841

Despite this, my request was closed without a proper review or supervisor escalation, solely because I didn’t record the exact moment I opened the pack — which I didn’t know was required, especially for a pack with clearly guaranteed content.

I’m simply asking for fair treatment and for this case to be reviewed properly. I have no intent to abuse the system — I just want the issue corrected.

Please escalate this or advise what more I can do.

Thank you,

soccerbeast368