I contacted EA support and they directly advised me to post this problem on the forum so that more people from EA would be involved in solving this problem. I also noticed today that there are games in the purchase history that don't appear at all, but are in the library with the purchased ones.
They say this every time the issue occurs. I believe you should try starting a different chat with support again.
I've already spoken to various support staff about four times, but so far no one can solve anything.
