Games previously purchased not downloading

Hello! An EA advisor that I spoke with said that they were unable to help and that I should post this issue in the forum. I purchased the Command and Conquer ultimate collection over a decade ago (back when the app was called origin) and have played it many times, but I went to re-download it this morning and it is now saying that I do not own it anymore. I provided my product key that I received when I purchased the game to the advisor, but they were unable to assist and said if I posted it here, a community manager could help and also review the chat history. 

Please let me know what info is needed to resolve this. 

Thanks!