EA Unable to cancel the purchase of the pack they are giving away

Jedi Temple Guard pack autocharged instead of giving me the option to enter the promo code, every other website on the planet has the wherewithal to ask if you have a discount code before you get charged. Contacted support and was advised they are 'unable' to process refunds, directly in breach of Australian Consumer Law.

At least got the transcript and it was put in writing that they are 'investigating so loyal players won't have this happen again in future'  the fix is a refund button, I've literally had other packs refunded before as has much of the playerbase, so we know you're just lying through your teeth.

Customer service agent very clearly has hand tied but someone insanely incompetent but figured I'd post here before escalating it to the governing body in my country lol.