Thank you for contacting Electronic Arts Customer Experience.
Having gone through with your email I came to know that you have purchased a game but it has issues in loading, and you want a refund of the purchased game. I can understand your disappointment.
However I would request you to please let us know the name of the game and also the invoice number so that we could check it at our end and will take necessary steps to fix your issue.
I look forward to your reply.