Did not receive Pack

Hi

I was told by EA help to post here my issue:

As my previous ticket, I bought the r9 CUP pack, I did not receive it, I got crystals which I didn’t want, I raised a ticket, no response came and the pack was expiring, I therefore bought the pack again and this time I did get r9 CUP. I want a refund for the first pack I bought because I got crystals not the character I wanted. Thanks