In game support staff / EA Help Advisors

I don't know where to put this in the forums since EA is making this exceedingly difficult for consumers and I usually don't go this way but now I'm at my limit for courtesy and honestly I just want to pick a fight. 

The in-game EA Advisor support staff is completely useless. This is a joke. Since almost 2 days ago I've been forced to make 10 different in game tickets about the same issue, a missing item from a purchase I made on the webstore in a webspecial deal that was offered and every single time the issue goes unresolved and they prematurely close my tickets and don't answer any of my questions and ignore everything that I provide in text form and with screenshots.

My limit was reached just now during my 11th ticket since last night I contacted EA General Support staff on the website, showed that person how the in game support staff was handling my case and how they were treating me in the chat and this human being was actually apalled by the service and apologized to me but sadly since SWGOH support is a seperate entity this person could not help me and asked kindly that I opened a new case and waited for a response, which I did last night.

Last night I decided to just request a refund as it seemed more appropriate at this point due to the customer service handling of my issue and the repeated tickets and at the same time I asked for guidance as to how I could lodge a formal complaint (which is not something I would normally due but in this case I've just had enough of the disrespect). 

I provided proof of transaction, I even provided my ally-code and my Player ID via screenshots, the order number as well and all my required account information and went to sleep and woke up to yet another support staff member requesting information that I had already provided and no details as to how to file a complaint.

I answered pointing out that I had already provided the information and I asked the support staff themselves to send me images of the webstore deal that would proove that I was wrong in my claim and the missing item from the Webspecial deal I purchased would not be included, since I had already provided the images over and over in my 10 other tickets made. 

The response I got a couple of minutes later (see images uploaded) is moronic at best since they again don't provide me with any information I ask for, don't answer any of my questions and obviously just follow some pre scripted response. I'm not even convinced that a human is responding to be fair since they incorrectly make the claim that it was an in game purchase and not a webstore purchase and proceed to tell me all transactions are final and no refund is possible -- yet the option to request a refund is possible in game?

This is ridicoulus and completely useless customer service and obviously designed to be as difficult for the user as possible and borderlines on sociopathic behavior in the form of being a complete scam and theft.

If these are human beings responding they need to be put on a seminar or as part of their training at least force them to leave the house and interact with people but in all honesty, these people should be fired from the job they can't perform to any degree and the in game support help should be removed and placed into the care of EA General Support Help as they are actually human beings responding to consumers issues.

Where can I actually file a complaint about these staff members? Is EA conducting business in the manner of lies, deceit and theft and why are they getting away with this kind of behavior?

P.S. I would like to clarify that I have proof of my claims of a missing item in the "Buy one get one free" web special deal. Both screenshots from the webstore before and after purchase and one of the probably 15 support staff members already admitted the contents of the original purchase package and no one has answered my question as to where it says at any point that an item would be excluded from the second free package. I have provided this proof repeatedly and still no answers. 

EA_Lanna​ EA_Edu​ EA_Hux​ EA_Mahonia​ EA_Dennis​  -- I don't know which of you frequent forums but following the kind suggestions of another obviously human and fellow forum frequenter. Can any of you help?