Case resolved when asked for a refund, can't play the game, but I still own it

I don't understand what's wrong with EA support and why they don't give a singular f about my case. It took them ALMOST 1 MONTH to put the game in my library, cause the payment was "pending", asked ab 3 weeks ago for a refund, said they can't do it cause I do NOT own the game, then 2 days ago, when received the email with the purchase done, literally saying that I got the game on the 17 / 01 / 25, and 0 answers when it comes to refunding. Good job EA.