Can't play superstar after investing points, need fix or refund of points.

I purchased the Deluxe Edition, which included a bundle of in-game points. Due to a bug, I lost access to those points and am now unable to play the character they were invested in. I reported this issue over two weeks ago and was told to await an email. I’ve received no follow-up since.

To be clear: I am not requesting a refund for the full game. I am requesting a refund or credit for the value of the points that were lost due to a bug. I am unable to use the product I paid for, and this has caused financial loss, stress, and wasted time. This is not a typical refund request, it’s a case of paid content being rendered unusable by a bug.

With regard to troubleshooting, I have reset the game multiple times, used the app to "repair" the game, I even made other characters and their league works fine. i have also spoken to EA help about this issue 3 times all of which have amounted to me posting here on this forum.

looking forward to a response, thank you