BB LSB Pack Issue

Last Thursday, I attempted to purchase the BB LSB pack. Like many others, I encountered a technical issue and never received the characters. Instead, I received an in-game message stating that there had been an issue processing my purchase and that my account had been credited "the best you could."

Upon revisiting the web store, I saw that the pack was still available. Given the circumstances and the offer's terms—limiting purchases to one (1)—I reasonably assumed that my initial transaction had failed. As a result, I made a second purchase within two minutes, which was successful.

However, I was charged for both transactions, despite the first one not delivering the intended content. Two payments have been deducted from my account.

This purchase was made for a specific, advertised content, which was not delivered as intended. Therefore, I am formally requesting a refund of $29.99 for the first, failed purchase.

I would appreciate clarification on how this issue can be resolved fairly. My ally-code is 393-688-875. 

Thank you for your time.