Switching up my order

I bought the Ben Solo LSB as a gift in the ingame store for my friend who is nearing GLRey. I got Ben Solo instead of him, I am nowhere near GLRey, I dont need him. I was trying to get a refund or rather they switch it up to be the right way, but the silly little AI in EA help does everything but HELP. How can I talk to a real human being who could help me with this? 
PS: Yes I am certain I bought it as gift by selecting his name in the guild list and I saw the SENT next to his name.