Refund Apple or EA

I post this for my German friend:

I have Apple IOS device and I play on my Ipad Pro. When I make purchases, it is through Apple. Apple has to pass the bill on to EA. If EA has received confirmation from apple, you get your purchase pack. In my case, this was not forwarded. Apple doesn't want to refund my money. EA also says they can't help. I have now written this problem via EA Help and contected them by phone. I am quite disappointed and my confidence is not there at the moment in both of them. Apple wrote it did not meet the service for a refund. Apple says it was paid for. I have the bill, no money, no pack. Since both parties don't feel responsible, I'm a bit at a loss and it's very frustrating. Does somebody know which steps I can still take?

Thank you all!