I’m posting this on the forum because I haven’t received any help from EA.

I am submitting a formal complaint regarding the mishandling of my account and the removal of two paid expansions without my consent. Advisor Sagar (Case #240108039) issued a refund I never requested for two fully working expansions, and I was never informed that I would lose access to them. This was an EA mistake, not my decision. After this error, Advisor Harish (Case #240037011) repeatedly refused to escalate my case to a higher-level supervisor or the EA Terms of Service team, even after I clearly requested escalation multiple times. She insisted that I must repurchase the expansions using “refunded credits,” even though I never asked for a refund, I was not informed of the removal, and I should not be required to pay again for content removed due to an EA error. She also tried to pressure me into buying the expansions again, even though they’re no longer on sale and I originally purchased them at the promotional price.”She repeatedly avoided answering direct questions, attempted to close the chat without resolving the issue, and refused to provide the official complaint contact when asked. This behavior prevented me from accessing the proper escalation procedure. Under UK consumer protection principles, a company cannot remove paid digital content without the customer’s consent and then require the customer to buy it again. The solution offered by support violates these standards. I am requesting immediate escalation to a higher-level supervisor or the EA Terms of Service team, restoration of my access to the two expansions, and installation codes sent to my email so I can secure my access in case this issue happens again.I also request that this complaint be formally logged and reviewed, including the actions of both advisors involved and the refusal to provide the official complaint channel. I expect written confirmation that this complaint has been received and escalated.