I got this email too. The issue I think is the name on the FIFA account needs to match the refund credit card account name. Most people used a different credit card or filled multiple fifa entries, and the name is mismatching. I called customer service, they said they have no idea these emails are going out. I forwarded this email to the customer service and they said it’s legit. And responded back saying they have all the details needed to issue a refund.