Missing LSB #5 order/charge

Product: Star Wars: Galaxy of Heroes
Platform:Android
What type of device are you experiencing the issue with? Galaxy S23 Ultra
OS Version 6.1
Ally Code: (Find it here: http://bit.ly/AllyCode ) 529963371
What type of issue do you have? Missing Rewards
How often does the bug occur? Every time (100%)
Summarize your bug I ordered a Lightspeed Bundle for two accounts. I was charged twice the charges have posted to my credit card. I never received the gifted bundle. I've restored purchases, attempted to get help from EA in-game help but have not had any assistance in the matter.
Steps: How can we find the bug ourselves? Order a lightspeed bundle and not receive it
Connection Type Wifi
Please select your region North America
Country United States

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Hello,

I'm trying my utmost to remain professional, but I am extremely dissatisfied with the in-game assistance. 

On 11.18 the first wave of the recent LSB's released. I bought two C3P0 bundles #5 for my accounts at 1135 hours. At some point I received a notification that one of my orders was canceled, however the other order successfully went through. I waited until midnight that evening, checked my bank statement that the charges were still pending for both purchases. I still had not received either bundle at this point. I immediately went through the EA PC desktop help application which directed me to the AI bot which instructed me to try the "Restore Purchases" option. I completed this option. I also checked the Mobile in-game help tab which allowed me to open a ticket, so I did. 

My intial ticket message included all the of the details, screenshots of my Google Play purchase history (not the Web version) a screen shot of the now 24hours later posted charges of 14.99 to my bank account, the transaction ID's, time and date of the purchase. I included the account that did not receive the bundle, Ally code, account name ect. I did not receive a single response until 8pm the next evening  (11.19 at 8:58pm). The response completely ignored all of the information posted, the screenshots everything and just asked: "can you please when you bought this?" 

I provided the time and dates and asked if they could please just correct the bundle as all the information about the purchase was included above. Frustrated I asked will I have to wait another 24hrs for a response? 

Needless to say I finally received a response on 11.20 sending me a link asking me to complete the restore purchase option with a link. I then explained that I had already attempted this re-iterated my account information and again begged to just refund or send the account the purchased bundle.  then on 11.21 at 0312 am I get a response saying that I need to provide proof of the purchase and a link of instructions which detailed that my screenshots of google play weren't enough it had to be captured through a web browser etc. So I re-take all of my screenshots email them back and forth accounts and then re-submit them at 10am the next morning including a screenshot of the bank statements that I'd been charged twice for 14.99 yet neither account received the bundle. 

at 1129 hours, I received a message from EA: "We need screenshot as asked above." 

Now for the fourth time I've resent screenshots detailing the same information 11.22 at 0200hours. I've switched between mobile apps to web browsers as instructed and sent those screenshots twice 

My reply hours later from EA help is that they have to send the information to the in-game team (I thought that's who I am talking to?) So that they can fix the issue in an upcoming update.... These are long texts in very broken English but eventually they asked for an error message or code that I got. I then completely re-explained the entire situation, reposted the screenshots as requested (5th time) I explained the timing and purchases made exactly what happened as I did above. 

Today 11.23 at 0207 hours I receive a message telling me that my account already has the purchased item. "The purchased item on 11.21" The completely wrong bundle purchased 3 days after my complaint that was made the evening of 11.18 ending it with "Thanks for contacting EA help." closing out my case. Completely off base citing the wrong information, no refund for being mis-charged no bundle sent to my account that is missing the bundle just completely wrote off. 

Refund request through google play, Denied go through developer. 

Refund request for purchase not received EA.com Denied we don't have access to the game developer. 

6 days to communicate 5 messages with the in game help to completely send the wrong information and purchase information and attempt to close my complaint. What is going on here? Please tell me a developer or admin monitors this form or someone can help me find a better portal for help? 

I have screenshots, but as they include personal information at credit card numbers I wont be posting them on this public forum for obvious reasons but will gladly provide them to someone in an official capacity if this ever reaches their eyes or ears. 

Straatos