Community ManagerHi imxgen Juniengel EvanStone288
If you purchased this pack directly from the EA app, we'll need the live support team to review your account and billing details and get this extra content manually added for you- here on the forums we aren't able to access your specific account details to take a look. Please submit a help request here to speak with live support on this. I'd also recommend attaching this forum conversation when you reach out so the team has further info to reference.
For issues with your bonus content on Xbox, you'd want to contact Xbox support directly so they can check your Xbox billing history and see what's going on with this content.
Hello, as already mentioned, I contacted the support team and submitted all the relevant documentation. However, the employee there did not even know how EA distributes this content via its own app. It took me almost an hour to explain this, and I had to send screenshots of your app to make it clear what I want and that I am entitled to it. I even had to name the individual items, but unfortunately I only knew the German names because I play in German. Your support team should know what you're selling and how you're selling it. What's more, you don't list the names of the items/bonus content anywhere in a comprehensible way. Then you ask people about it. In the end, he looked for a “The Sims 4 Project Grove” pack, which I don't even know what that is. When I said it was the Fairy Garden, he didn't even address it. I was then sent standard solutions and the chat was quickly ended. Am I seriously supposed to open another case and go through everything again, hoping that the next advisor will find the right pack? My time is valuable, and EA has no right to treat its customers this way. There is such a thing as consumer protection, at least in Germany and the EU!
I know you're just doing your job, and I'm very sorry that you have to deal with this trouble 😔
