Seeking refund since EA play is worthless.

Product: The Sims 4
Platform:PC
Which language are you playing the game in? English
How often does the bug occur? Every time (100%)
What is your current game version number? None
What expansions, game packs, and stuff packs do you have installed? None
Steps: How can we find the bug ourselves? can't download free game
What happens when the bug occurs? can't download free game
What do you expect to see? Refund
Have you installed any customization with the game, e.g. Custom Content or Mods? Not now. I've removed them.
Did this issue appear after a specific patch or change you made to your system? No

‌

Was told to post an issue here I am having with EA play.  I am over the entire situation due to hours and hours of time wasted on a free game I can play in STEAM but not EA play.  Yet own expansion packs in EA play and can no longer acess them.  It's unacceptable and I can't belive the level of incompetince from the support lines.  I have no bugs with the game.  The EA play software is just stuck at pending.  

Steps I have tried.

Restarted PC

Logged in and out

Uninstalled EA software and reinstalled it

Completly deleted old Sims 4 files

Deleted CACHE 

ran as administartor

The download is stuck at pending and fails.

I had the game and expansion packs installed, no issues months ago.  Didn't play for a while, and now I can't get into the game and EA act's like it needs to be downloaded.  So I kept trying, even decided to delete all old files in the case of starting fresh.  Nothing works, the current solution is unacceptable as I paid for these expansion packs.  

Here is one of the chats from the EA play support that told me to post here, I am over this issue. 

Vinit (8/13/2023, 11:46:51 AM): Thank you for contacting EA HELP, my name is Vinit, may I start with your first name please?
James (8/13/2023, 11:47:12 AM): James
James (8/13/2023, 11:47:28 AM): I need information for someone else I can speak with regarding my case and no solution to it.
Vinit (8/13/2023, 11:47:35 AM): Hi James, hope you are good today! Please elaborate your concern, I'll be glad assisting you.
James (8/13/2023, 11:48:34 AM): I have spent hours trying to fix Sims 4. It won't download. I am done troubleshooting. I need a refund for all the expansion packs due to the horrible solution I have already been provided. Currently;y the resolution is unacceptable.
Vinit (8/13/2023, 11:49:15 AM): As I am able to understand your concern you are not able to download the Sims 4 expansion pack please correct me if I am wrong.
James (8/13/2023, 11:49:44 AM): The resolution being they noticed other have had this issue and be patient. I have seen post since 2017 with this issue. I will not be patient since they are clearly no solutions. The solution is probably starting with a fresh windows installl and I will not so that.
James (8/13/2023, 11:50:03 AM): I can't download sims 4, even though it was already downloaded.
James (8/13/2023, 11:50:28 AM): I haven't played in a few months and when getting back on it says it needs to be downloaded.
James (8/13/2023, 11:50:39 AM): That gets stuck at preparing for hours. then fails
James (8/13/2023, 11:51:29 AM): I have reset the Cach, logged out and logged back in. Deleted the EA play software and reinstalled it, ran as administrator, restarted PC, delted all old Sims 4 files. No solution.
James (8/13/2023, 11:52:04 AM): The other chat told me to be patient. I have seen post about this issue since 2017, I am not being patient or spending hours and hours researching troubleshooting steps.
Vinit (8/13/2023, 11:52:12 AM): Just to confirm, when you are trying to download the game is ask to game is already downloaded in the EA app, am I right?
James (8/13/2023, 11:53:26 AM): No, The game was absolutly already donloaded. But the EA play app acts like it isn't. Regardless. I deleted all the old files anyways. So the game flat out won't download at all.
Vinit (8/13/2023, 11:54:06 AM): Thank you so much for sharing your concern, please do not worry you are at the right place, I am here to help you with the downloading issue and I assure you I will give my best to resolve your issue as early as possible.
Vinit (8/13/2023, 11:54:10 AM): Could you please confirm your registered email address which is associated to your EA account?
James (8/13/2023, 11:54:24 AM): [edit: email address removed]
Vinit (8/13/2023, 11:55:21 AM): Thank you for sharing the email address. Just to confirm, you are facing issue issue while launching the game?
James (8/13/2023, 11:55:31 AM): 8137487d
James (8/13/2023, 11:55:43 AM): I can't download the game
Vinit (8/13/2023, 11:57:49 AM): Thank you for the information, could you please confirm with me exact error which you are getting on screen while downloading?
James (8/13/2023, 11:57:53 AM): I really would like to speak to someone higher up. As the last person provided no solution or fix, left the case as that. I find this completly unacceptable. I asked for a refund due to no one knowing whats causing this issues, that person has no solution and admitted that. I am demanding a refund due to EA not providing acess to something I paid for. Since I can't acess it, why should I have ever paid for it. Clearly the software is extremely broken in some cases.
James (8/13/2023, 11:58:47 AM): It stays at preparing and then just never works. I have already spent 5 hours on this issue today. I do not want to spend another minute on it. I also refuse to admit I had money stollen from me by EA.
Vinit (8/13/2023, 12:01:37 PM): Thank you so much for your patience I would like to inform you that this is not an account specific issue as it is faced by the many other players as well over the globe. I would request you to please wait for some time and I will go ahead and mark your case in the feedback for this concern and I would also request you to please once report the same issue on the EA forum so that the officials have information about this issue and they can take appropriate actions.
James (8/13/2023, 12:02:25 PM): So what is EA doing? how long has this been going on for? whats the expected resolution?
James (8/13/2023, 12:03:37 PM): I have seen people posting about this issue since 2017?
Vinit (8/13/2023, 12:03:52 PM): I wish I could help you with a certain time frame, however since the team is still working on the issue mentioning a certain time period would be a false information and I do not wish to create any miscommunication with you and try to mislead, but yes, I can assure you that the team is working dedicatedly and will get the issue resolved at the earliest and things will be in place once the issue will get resolved. I hope you understand.
James (8/13/2023, 12:04:26 PM): Factual information is stating how long the issue has been occurring for? Correct?
James (8/13/2023, 12:04:57 PM): I see reports for 2017? so how long has this issue been affecting users? thats easy to do.
Vinit (8/13/2023, 12:06:03 PM): Just to confirm, you are facing this issue with all sims 4 or any specific expansion pack?
James (8/13/2023, 12:07:44 PM): I can't get the free game to download. Therefore I can't even use the games I actually paid for. I can play the free game on STEAM lol, but I can't acess my games due to EA not linking correctly. I also gave up on that issue a while back. It's honestly one mess after another. How do I contact someone and escelate for a refund. SInce I feel like people have had this issue since 2017 and that's absurd you are asking for patience.
Vinit (8/13/2023, 12:10:15 PM): Thank you for the information, just to confirm, do you have any anti virus updated over your PC?
James (8/13/2023, 12:10:24 PM): I have 0 antivirus
Vinit (8/13/2023, 12:13:05 PM): Thank you for the information. I will request you to please contact with the Microsoft help team as well they have remote access for the troubleshooting might be possible due to any other problem in the PC you are not able to download, once you will contact with the Microsoft team they will help you with the same, if you are still get the same issue then I will request you to please report this over the forum, https://answers.ea.com/t5/Bug-Reports/bd-p/The-Sims-4-Bugs
James (8/13/2023, 12:14:39 PM): No, I am not working on this for hours. Thats the problem. Its a free game, free. I paid for expansion packs but can't acess them anymore. Due to clunky software. I am not going to sit here, I need someone that can help provide the solution for this issue. A refund.
James (8/13/2023, 12:15:34 PM): I shouldn't have to be putting this much work in for this issue. I am not new to computers at all. This is a messy issue, clearly on your side. As I have reinstalled the software already and tried mutiple steps. I can genuinly download the game 0 issues on STEAM. Why is that?
Vinit (8/13/2023, 12:15:36 PM): I wish I could transfer your chat however we don't have any option to transfer your chat manually. If this is possible then I would love to do that for you.
James (8/13/2023, 12:15:42 PM): so I need this escelated
James (8/13/2023, 12:16:47 PM): Provide a email for someone above you then, I am not just going to continue researching this issue for hours. It's ridiculous and unacceptable.
Vinit (8/13/2023, 12:16:58 PM): Yes, you are right that is the reason I am requesting you to please post the issue on our official forum with the help of shared link below, So our community manager can check and if there could be any possibility to do do anything for this they look into this matter on priority
James (8/13/2023, 12:17:59 PM): This is ridiculous.
Vinit (8/13/2023, 12:18:01 PM): Trust me, I align with you completely because I understand that you pay your hard earned money on the game and spend your valuable time as well and we also feel bad when our genuine players face these issues with the game as I would have also felt the same if I were in your shoes. We also as EA advisors do not have the authority to fix these technical issues otherwise I would have been the happiest to fix it for you.
James (8/13/2023, 12:18:52 PM): But who can help with refunds for these ridiculous issues, or compensation? Thats what I want to know.
Vinit (8/13/2023, 12:19:39 PM): Being a gamer myself, I understand the level of frustration it may cause and how disappointing it could be when something like this occurs. but I apologies. I know that this is not the resolution you were expecting but providing the compensation is not possible. the best I can do for you is I can mark strong feedback for you. So, that in future we will make some changes in order to prevent these kinds of issues. I hope you understand my limitations here.
James (8/13/2023, 12:20:23 PM): You gave me a link for a bug website for the game. I am beyond frustrated here
Vinit (8/13/2023, 12:21:00 PM): You are right, that would frustrate me too if I am unable to use my game for which I have already paid, If I were in your position, I would feel the same, I would have been the happiest person, of course after you, incase I could get this resolved for you right now, but I know I could not help due to few limitations and I apologize for it, but I hope you understand.
James (8/13/2023, 12:21:18 PM): This is a EA play issue, not the game
James (8/13/2023, 12:21:24 PM): I don't see how they will be solving this
Vinit (8/13/2023, 12:21:40 PM): That is why I am requesting you to please post the issue on our forum so that the community manager can check and may help you with a possible solution for it also it is possible that the issue gets resolved on its own as the account has everything good, there is nothing wrong with it.
James (8/13/2023, 12:21:42 PM): I can download and play the game from STEAM
James (8/13/2023, 12:21:50 PM): but not EA play
James (8/13/2023, 12:21:57 PM): and own expansion packs on EA play
James (8/13/2023, 12:22:05 PM): so refund me since EA play is completly broken
James (8/13/2023, 12:22:07 PM): the game works