Refund Request Denied

so my 6 year old son ordered madden bypassing my password and i submitted a request for refund 2 hours later. I am concerned because i was told I cant get a digital refund because the game was played. This is wrong, I changed my password numerous time
and he always find out. Now my refund was denied, I noticed the game keeps freezing for no reason, How do i submit a new request after it was denied?

:)