Help 12,000 FC Points stuck in FC 26 after one-time transfer / Sync issue (PC)

I am writing here because Live Chat support was unable to help me due to tool limitations. I am hoping to get a one-time exception for an honest misunderstanding regarding the point transfer system.

Order & Account Details:

Platform: PC (EA App)

Order Number: (Order #1005952516191)

Date & Time of Purchase: September 18, 2026, 08:14 (GMT+0700)

I purchased 12,000 FC Points directly via the EA App. I intended to buy them for FC 27.

Shortly after the purchase, I realized the points might have been credited to FC 26 instead.

To resolve this, I immediately launched FC 27 (without opening or logging into FC 26 first) to trigger the one-time point transfer prompt.

I confirmed the transfer. However, only 1,000 FC Points (which was my old, existing balance) successfully transferred to my FC 27 account. The newly purchased 12,000 FC Points were missing.

I contacted EA Live Chat for assistance. The support agent instructed me to log into FC 26.

When I logged into FC 26 following the agent's instructions, the 12,000 points finally loaded into my account. But because my one-time transfer was already used in step 3, they are now permanently stuck in FC 26.

The Live Chat agent then informed me that they do not have the manual tools to move the points or issue a refund, and the case was closed. I have not spent any of these newly loaded points; they are just sitting untouched in my FC 26 account.

Since this was a genuine technical misunderstanding of the sync flow (I didn't know the new points wouldn't transfer unless I launched FC 26 first), and the points only loaded into FC 26 because of the previous agent's instructions, could someone from the studio team please look into my account and manually transfer these 12,000 points to FC 27?

I can provide screenshots of my purchase receipt and the previous chat logs if needed.

Thank you for your time and assistance.