Buying packs on Steam and EA

I have the same thing, but it was a fault of the game that made the first purchase go through EA. I didn't know and tried to find it on Steam. When it wasn't there I thought it had failed and so bought it again. The Steam purchase worked, but EA won't give my money back, even though the file never downloaded, and it was less than 14 days since the purchase. Each time I go through the live chat, the person will disappear so that the chat times out and I have to start again.

EA are thieves. I've told them I'm getting my money back. I am so angry now. Their not getting away with this