Issue with Sims 3 Purchase

I’m extremely disappointed with the support I’ve received regarding two games I purchased on 13 September 2025: The Sims 3 World Bundle and The Sims 3 World Adventures.

The issue was with World Bundle — I was unable to install it and did not receive a redeem code. I contacted EA Help via Connect Flow and spoke with Advisor Avinash, who suggested a refund. However, the refund was processed for World Adventures — the game that was working and that I intended to keep.

I clearly informed Avinash that the refund link pointed to World Adventures, not World Bundle. He assured me, “once it is completed we will help you with the refund of the worlds.” I trusted this guidance and followed the steps.

Today, I logged into The Sims 3 and found that I’ve lost access to World Adventures, despite having paid for both games. I reached out again and spoke with Advisor Vikas, stated that since the refund was initiated, he could only assist with the partial stuck refund — leaving me with no resolution and no access to either game.

This has been a frustrating and confusing experience. I’ve paid for two games and now have access to neither. While the refund take 7 to 10 working days.