My purchase has vanished and EA ignores me

I purchased The Sims 4 Get to Work at 25-09-2025 (the 25 of september 2025) for 9,99 because it was on sale. 

I purchased EA subscription at May 2026 so I could play The Sims 2. I paid 5,99 for 1 month. 

Today I wanted to play The Sims 4 but I got an error so I deinstalled and installed again and now my purchase is gone. There is no longer any record in my order history even though I made a purchase at the 25th of september 2025. I have proof of this purchase because I have a bankstatement of this transfer (see attachment). 

The people of EA do not want to help me. They say I need to contact my bank to ask them where the money went. But you can see the money is transferred to Electronic Arts.. the problem is not where did the money go as I have played the EP for atleast 6 months. The problem is the EP and purchase have been vanished from my account. 

I am currently being ignored by the helpdesk chat.