Family in Need of Urgent Refund of Accidental Purchases

Please help, my family is in desperate need of help from EA!  The short explanation (more details below), is that my 4 year old son who cannot read, using his older sister’s tablet to play Plants vs Zombies 2, drained our bank account of $843 with 23 purchases.  We desperately need those transactions reversed!

We are a family of 8, 2 with special needs, and my wife has serious health issues that require me to care for her as well.  The stress of this situation of me being, basically, a single dad of 6 children and taking care of my wife, lead me to my own health issues that forced me to go on unpaid medical leave for 3 months.  Most families cannot survive 3 months without an income, and especially a large family like mine.  We are on the verge of losing everything as it is and losing $843 has pushed us into the place of not buying food.  I literally only had $0.06 in my account last night. 

We did not know that there was a problem and that he was making purchases, or that his sister's tablet would even let him, until I was denied buying groceries at the store, which lead me to investigate. We fixed the issue with our daughters tablet to make sure that purchases could not be made, and we have not let our son play the game so that he could not use any of the resources that he purchased so that they could be reversed (I think he mainly bought gold). 

• I tried calling the EA number on my bank account transaction and it said I had to get help through the game. 
• I went to support through the game and it wanted me to log in and file a ticket with Help.EA.com. 
• I logged into Help.EA.com and filed a ticket and the response listed only one option for the “Recommended Support Option”, which was to go to Answers HQ.
• I searched Answers HQ for related posts about refunds and I found a bunch with all of them telling the users that they have to submit a ticket to Help.EA.com!

Now I am submitting for help to Answers HQ for this dire situation and hope the response is not to bounce me back to Help.EA.com.  I had included two screenshots of the 23 transactions from my bank account with my Help.EA.com ticket, but am not sure if I should include those in this public viewable forum.  Please, my family needs help and we have already been waiting on EA for more than a week without receiving any helpful information or contact from a real person.