game making unwanted purchases

i spent 45 minutes in EA chat that was launched from inside game.  the chat window had an option to save transcript, that did not work for me, i told the agent.  i asked the agent for a transcript to be mailed to me, he insisted that it would be avail as soon as the chat ended, that also did not work so i have no transcript of the chat.  in addition the chat window gave me a case #64835189 with a link.  i tried clicking the link, it asked me to sign in, i had just registered with EA support so i signed into that account, it showed no cases.  i have no way of pulling up any of the info in that  case but the CS agent had spent 45 minutes promising me that he had been in talk with game developers the whole time.  this entire customer service experience is horrendous.  this experience bought me 16 cara dune shards sometime after noon EDT today at the cost of 1280 crystals.  i simply wanted to refund that purchase and make this known to the devs.