Advisor mistake lead to missing content

I ordered the game, then a few days later I wanted to cancel my EA Play subscription.

 As you can see in case history #221532321, Jitesh messed up the refund. The game had the order ID 1005499898708, and EA Play had 1005498498708. These are very similar, and the last 4 digits are the same, so he refunded the wrong order for me. This would not have been a problem if he had acknowledged it and helped me, but he talked nonsense and then closed the chat.This would not have been a problem if he had acknowledged it and helped me, but he talked nonsense and then closed the chat.

 I spoke to several advisors, but the system shows that I ordered this on August 30, even though, as the attached images show (and if an official EA representative requests it, I can also attach the emails), I received confirmation that I had ordered the game on August 25, and Jitesh later refunded me for it. Since I had to repurchase the game after August 26, I did not receive the icon pack, but this was not my fault; I had to repurchase it because of the advisor's mistake.

 I finally managed to speak to a decent advisor, Gaibilung, who suggested that I open a ticket here as well (my case number is #223782014).