Bought BB-8 pack and didn't received!

Product: Star Wars: Galaxy of Heroes
Platform:Android Phone
What type of device are you experiencing the issue with? Samsumg Galaxy Note 10 plus
OS Version 12
Ally Code: (Find it here: http://bit.ly/AllyCode ) 399-384-157
What type of issue do you have? Translation Errors
How often does the bug occur? Occasionally (10% - 49%)
Summarize your bug I bought 4 packs, the Galactic Cargos 2, 3, 4 and 6. That consists in the BB-8 and Rey bundles, as well as the Raddus pack and lightspeed bundle. But the BB-8 pack remains available in the store and a didn't receive the fisrt order faction characters. It has already been billed in my account.
Steps: How can we find the bug ourselves? Look up in my roster, you will realize that I dont have the characters described in the BB-8 bundle (Galactic Cargo 4). Alredy sent tons of evidence according to the EA standards that I bought the bundle in the In-game support.
Connection Type Wifi
Please select your region South America
Country Brazil

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Good afternoon

My name is Matheus and I'm having a serious lack of support problem, regarding a in-app purchase I did, but didn't get the content.

My profile in game is the one attached bellow, so you can track me in game.

A couple of days ago, when the BB-8, Starkiller, Raddus and both lightspeed bundles were release I bought four of them. The formal description attached below (into the google play app).

I received the Galactic Cargo 2, 3 and 6 correctly as you can see in my roster attached below:

The BB-8 pack, with the first order faction didn't apear in my characters list. 

So I oppened 5 different tickets with the help buttom located in game. None of them helped me solve the problem. One hole week without any help into the game support.

I sent all the information requested as well as the evidences according to the EA standards. Tried all the troubleshooting methods they recommended. None of them worked.

The big problem here is that I've been seeking for help after spending lots of money into the game and only getting some generic response once a day. It has been 8 days since I bought the BB-8 ( Galactic Cargo 2) bundle and didn't receive the content. Already lost the opportunity to use the relic level 5 first order faction in both my grand arena championship and conquest.

I am completely lost of what I should do. 

Do I need to ask for a refund? For what I read in the google play store website it can cause a acess block in the app, that is the last thing I want, since I play the game every single day.

However I'm starting to get worried about the bundle availability. If the problem will only be solved by refunding the last purchase and doing a new one, I need the pack to be available In the store. 

If you guys can fix the bug and give me the characters I bought I'll know that a refund will not be necessary. 

To take this decision I need your positioning as the developer.

Can you please help me out with this? Very dissapointed with the absolute neglect the team has showed with my case, specially after spending money on your product.

All the evidence, printscreens, screen recordings, google play transaction history, bank account bill, etc will be attached in this complain.

Look forward to hearing from you!

May the force be with you!

Best regards,