My sister wants her games back!

so my sister has been tring to get her games back on her EA app for about a year now! she lost all her games. she has did the chat twice and they sent her an email with things to try and none of it worked and they just keep telling her the same thing. (SO madding) she had alot of games that she paid good money for and they are all gone now. How is she suppose to get them back?