Community Manager@fkirenicus, the games wouldn't usually disappear just like that from your account, so it does sound like it's the wrong account.
Make sure to contact live support on EA Help again and have them check your account.
If you do have another email address by any chance, try and see if it might yet be possible that you've used the wrong email for login by accident. These things can happen.
But otherwise, it might be best to check with live support, so they can have a look at your account and double check if the content is there.
You can contact them here again: https://help.ea.com/en/help-home/
