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The Saga of EA Customer support part 7

Jan 9, 2017 (18 days after initial contact)

 At 1:53 AM I received the following email from EA regarding my first case, the one that I had been repeatedly told had been escalated to a specialist team.
Thank you very much for contacting EA Support regarding your PvZ Heroes request. My name is *****, I am a specialist at EA, and I will be assisting you today. 
I'm sorry to hear that you were unable to receive your hero. 
Now, your hero plant should normally unlock after completing the next level, but I understand that this hasn't helped you unlock the plant.
I'm afraid that we aren't able to manually grant any plants at the moment. To compensate your missing plant, I have just granted 100 gems to your account. 
Finally, I would recommend you to leave your feedback about this issue on our forum, it would be much appreciated as it helps raise awareness:
http://answers.ea.com/t5/Plants-vs-Zombies-Heroes/ct-p/plants-vs-zombies-heroes-en
Have a great day! 
My sincere apologies for for the inconvenience, and thank you for your patience.
Well that's something at least, not adequate (Explained in the next email) but at least I'm talking to the specialist now.

At 8:55 AM I Responded:
Hi,
This is an insufficient fix for this issue.
As you are aware 100 gems will open one premium pack.
I have opened atleast 15 premium packs on my account thus far, and not recived a new hero.
750 gems to purchase a hero pack would be an reasonable solution in my eyes.

At 9:19 AM I received the following:
The reason why I've granted 100 gems as a compensation, is that you would be able to purchase a Premium Pack. 
Unfortunately, there will be no additional compensation, our tool functionality is limited at the moment, so we might be able to grant Hero Plants or Zombie Heroes in the future, but until then we won't be able to offer any other type of additional compensation for missing quest rewards.
My apologies for the inconvenience.
At 10:56 AM My Response:

Thanks for taking the time to reply.
I understand that your tools are limited, but I would like to state that I don't feel that this is an acceptable solution.
I will keep this ticket as well as my aditional tickets regarding this issue open until such a time as I feel the solution is adequate.

At 11:02 AM I submitted a bug claiming that the support personal lacked the access and/or tools to do their jobs, Citing the previous response as evidence.  This was quickly closed, then once again reopened by me.  It remains open.

At this point I had just had enough.  I decided to try for a refund and cut my losses.  There were also some reports online that you can reset your account and try again, then this bug might go away.

At 12:34 PM I put in a refund request with google, this was rejected, and I was told to contact EA.

At 1:47 PM I opened a new case with EA asking for a refund on the grounds that the game was unrepairable.

At 5:30 PM My new case was closed as a duplicate of an existing case.

At 6:51 PM I responded to Case 1, 2 and 4 asking for a refund.

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