I've bought a package but didn't receive it

So after 6 days, some bright person from EA responded this to me:

Hi Adam, 

Thanks for reaching back to EA Help. Ivan here, I hope you're well.

After reading into your case, I understand you have concerns about your Lightspeed bundle receiving you Crystals instead of the characters included in the bundle.

To set your expectations properly. Please note, that there is a limit to the purchases of Lightspeed bundles.

If you purchased a Lightspeed bundle multiple times already, you will receive Crystals instead, this is working as intended.

I hope this clarifies your concerns. If you need any further assistance in the future, feel free to open a new case with us.

Thank you once again for reaching out to EA Help.

This is insane.

So how can I either receive a package I've wanted to buy or get my 30$ back? Should I report a theft to a police? Will this help? I need some escalation point or REAL help cause I'm getting irritated with "help" I'm receiving.

Attached is the bundle I've paid for. I didn't receive it even once. I can still buy in the shop but I've already been charged for it!

I can also provide bank statement that money was taken from my account.

I'm on the verge here really...