Unable to get a refund

Hi all

It is 1.36a.m, I've been trying to request a refund for the game since 9.30pm. I waited 3 hours to speak to someone. I have told them that when playing Ultimate Team, almost every stoppage of play, I get a 4/5 second lag which makes the game unplayable. It isn't lag because my ping is great and it isn't happening at random times, just at any game restart.

I paid £80 for this game, it is a lot of money for me. Given that it isn't working well enough for me to play, isn't even out yet (Supposedly in the trial period), it seems completely unacceptable to not be able to get a refund.

The customer experience of the livechat has been so upsetting, I have the transcript if anyone needs to review it (Waiting 10/20 minutes per reply), I feel completely drained by this experience.

I have been playing FIFA/FC titles since Road to World Cup 98, so we're talking a good 25 titles, plus all the NHL titles in the same time and a whole host of other EA games, I have never asked for a refund before I just feel price/it not working surely merits a refund.

What do I do to get a refund? I really don't want to charge the card back, as I play so many different EA titles, I don't want to get banned.

Thanks

Adam