Matt sent a message to Andrew Wilson CEO, Electronic Arts Inc. that said:
I have had problems with a purchase. I called the support 1800 and they hung up on me. I have since called Queensland Department of Fair Trading who have advised me to contact the ACCC and ASIC in regards to EAs trading practices in Australia.
I am trying to reach out for help rather than fight. I purchased in game content that wasn't clearly labelled. I asked for a refund. The total is AU$18.70. The 1800 support line told me to bad. No refunds, ever. I have been an EA customer for years. I have multiple premium accounts on 3 consoles. However EA customer support has the attitude of screw the customer. I'm hoping that this email will get me the resolution I'm seeking.