Electronic Arts (EA) review: Sims 4 purchased content now listed as unpurchased

I have purchased multiple packs of content for Sims 4, however a pack I purchased in 2016 no longer appears in my library as purchased. I have attempted to work my way through EA's Customer Service channels and have received little to no help. In fact, I have been passed along to new agents every time I attempt to reply. I tried their Live Chat service, which did not solve the problem, and was 'hung up on' at one point.

When I did get a non-form-letter reply, it was to tell me I had to buy the content in question -again-. My purchase history on this content shows it as purchased on sale. At the time of purchase, EA issued a partial refund on the content pack, since they charged full price. The content was available to me from 2016 to 2022, but now, the content has been removed from my account and the game is no longer playable.

Their only answer is that "it was refunded, you will have to buy it again", even though the pack was partially refunded by EA to fix their overcharging mistake.

I have attempted to go through the recommended channels by EA and have not yet been able to get any kind of help with this issue, even though their own records clearly show the content as purchased and partially refunded to reflect the sale that was going on at the time. Other content purchased on the same date, during the same sale, were charged correctly. Only this one content pack was not.

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