Missing points in HUT after purchase

Hi, 

I have a (strange) problem. I purchased 20.000 points twice in NHL25 app. The first time app crashed during the payment process, and I did not get the points. I made the second purchase and got them, but they were charged twice from my credit card. I contacted EA support, and got an answer that I have received my both points, and he claimed that I have even used them. I honestly don’t know how to continue from here. EA should have all the smallest details of how I have used points in purchasing packs since then, and I am 100% sure there is no evidence of me spending 40.000 points after they were charged.