Bug in purchase iSWGoH

Hei EA_mplsnow​,

Thank you for following up. Unfortunately, the issue has not yet been resolved.

The situation has become very frustrating. During my recent interactions, the support team offered to refund half of my lost crystals (4,900 crystals). I explicitly accepted that offer—just to get at least a partial resolution—but they still refused to process it and closed the ticket instead. In fact, they have closed my support tickets multiple times without providing a real answer or an adequate solution.

I have attached a screenshot of my conversation with the support team (it is in Spanish, as that is my native language). You can see that they acknowledge the refund offer, yet they subsequently refuse to follow through on it. Honestly, it makes no sense to offer a resolution that they later claim they cannot actually carry out.

Since in-game support keeps closing my tickets over and over again, is there any way you could escalate this case internally?

Thank you for your help.