refund icon mistake fc24

I hope this message finds you well. I recently purchased two packs in the store for EAFC25, which indicated that I would receive an icon. However, instead of an icon, I ended up with two heroes.

I have seen that  my friends who encountered a similar issue were able to receive refunds, but I have not received any response regarding my request for a refund. I would appreciate it if you could assist me with this matter.