Why do we not get a refund? (Input-Lag issue and Controller not working)

So question is already in the caption. Why cant we get a refund? I asked on EA Support chat about a refund and they told me, they cant give me a refund. But the game is clearly not working since release without problems. Furthermore it seems like we are getting even more input lags after every update... How is ea in the right here? Does anyone know?