Incorrect Charge for BB LSB Purchase

Last Thursday, I attempted to purchase the BB LSB pack (see attached order number). Like many others, I encountered a technical issue and never received the characters. Instead, I received an in-game message stating that there had been an issue processing my purchase and that my account had been credited "the best you could."

Upon revisiting the web store, I saw that the pack was still available. Given the circumstances and the offer's terms—limiting purchases to one (1)—I reasonably assumed that my initial transaction had failed. As a result, I made a second purchase within two minutes, which was successful.

However, it turns out that I was charged for both transactions, despite the first one not delivering the intended content. Two payments have been deducted from my account.

I did not agree to pay $29.99 for a set number of crystals. The purchase was for a specific, advertised content, which you failed to deliver. Therefore, I am formally requesting a refund of $29.99 for the first, failed purchase.

Additionally, I am aware of other players who have experienced this exact issue and were granted refunds—while also being allowed to keep the crystals as a one-time goodwill gesture. If you require verification, I can provide the ally code of a fellow Guild member who received this resolution.

Despite contacting in-game support multiple times daily since last Thursday, my case has not been treated with the same fairness. Each response comes from a new agent approximately every 12 hours, often repeating the same information I have already provided or simply stating they are “here to help” without offering any resolution. Worse, my ticket has been closed multiple times under the false claim that it has been resolved—when in reality, I have only been redirected to unrelated departments.

One response directed me to email dpo@ ea.com, which appears to be your Data Protection Officer inbox. Another instructed me to contact Apple's iOS Support—despite the fact that my purchase was made via your web store using a Mastercard, making this advice entirely irrelevant.

Frankly, this handling of the situation appears misleading and falls far below the level of customer service one would expect from a company of your stature.

To reiterate:

I formally request a refund of 29.99USD for the first BB LSB purchase, which failed to deliver the promised content. My ally-code is 393-688-875.

I expect this matter to be handled fairly and in line with how similar cases have been resolved. Please confirm the refund at your earliest convenience.

EA_Gunner