Child didn't get purchase and "support" can't help....

My son did jobs around the house for a while to earn £10 which he wanted to buy FC points with - which he did in July however no points ever arrived.

We have been contacting the in game support ever since then but all they say is "attach screenshot" which does nothing for him and doesn't open anything so we can attach anything. I believe it's probably blocked by Family Link.

I've sent them the screenshot on a web chat and in game on my account but they just want it on his account, which doesn't let him... 

Does anyone have any bright ideas? £10 isn't much money for EA but it is for a 9 year old