Solitaire home story Season Pass missing

My Easter pass in Solitaire home story is gone. I have requested a refund of 150 coins plus 150 to start again. They claim they can’t issue gems because ‘tool’ is broken. It seems odd you can still buy gems but they can’t issue them, I’ve been contacting chat each day for 5 days. Anyone else contact them? What were you told?

I have been On Chat with EA because after I bought that Easter season pass a week later it now asks me to (Again pay to Activate the season pass)

1st time I called the guy said he couldn't finish to fix it as his TOOL wasn't working (whatever that meant) but promised it would be fixed as he would pass it along.

2 Days later I went to my case & saw the case was closed so figured out how to reopen it & then went to chat again. For 2 hours he had me go to Msconfig under the start comman & do a few things to clear out the pc by Disable all programs & restart it & the game should be fixes. But once I rebooted pc I knew I was going to lose my chat And it never fixed it. I was smart to ask before I reboot how to I Enable the programs again. If you need help with that I can probably remember what needs to be done but like I said it didn't work.

Did not go back to chat because that took over 2 hours & had enough.

So today Sunday the 14th of April I just paid for it again. That's the reason I asked for the GEM Transaction page so I can prove I bought the Season page on Solitaire Home Story Easter Event.

If I knew about this page in advance I probably would get my 150 diamons back instead of just trying to fix the issue. Also today I got to level 30 on the Solitaire Home Story Easter Event & it's now finished.

You honesly can't do that event without buying the season pass unless you spend a lot of money without the season pass. This game is very expensive to play!

ty Eric

Has anyone gotten an update as to how why and when we are going to get our Season Pass we paid for back I have contacted them and nothing this has been like a week and nothing has changed for me

@eric6833 

From the homepage of Pogo....

Click on your Mini

Then Click on My Account

Towards the bottom of this page, you will see a link entitled: VIEW YOUR GEM TRANSACTION RECORD

*Upon research Home Story Solitaire is not an EA game, this game was developed by Softgames‬, a company from Germany. Considering this is a third-party company, any glitches will probably take longer to address. 

A week is too long. It is their product and our money. If they cannot get this right, they need to refund gems or money. There is no excuse at this point. It is a widespread issue that deserves more attention.

When will you give us a resolution to the Solitaire Home Story issue with the Season Pass? EA is ok with theft? You took our money and did not provide a product or service.

I also purchased the Season pass & its gone, has been for a few days now. I refuse to pay again! it does state it was supposed to be good for the duration of the easter event. 
How does one go about getting refunded?

Screen name is 4DAKIDZ, PC, Edge browser

Only 5 days and 8 hours left for this event and still no resolution or even as much as a word from POGO/EA.
I went ahead and continued to play without my pass that I paid for in hopes by the time I finished they would have fixed this. Looks like I was sadly mistaken.
I only have 2 more days to unlock and all I will get is a grass rug that doesn't interest me. I really wanted that bunny in the egg decoration to display.
I wonder, is it and other Easter items something that will remain in our inventory to use again later? If so, will they award us with one after the event ends?
If not we should receive a refund of our gems or at least a partial refund of what we invested in the event.
It sure would be nice if they cared about their members/customers enough to at least give us some sort of reply on this.