Sims 4 Game/expansion packs.

Hey there, I'm sorry to hear about that. You can contact EA Help here. Just scroll down to the bottom of the page and click on "Contact Us". Let us know if you have any questions. 

Contacting EA does not help, My sister has contacted them many times to get her games back and they keep giving her the same answers over and over which she did try the things they gave her to try but that does not help her get her games back. and there is no phone number to even call and talk to a real person.  It just seems once you pay all that money to have the games they just don't care to help you. I am sure there is a way for them to just put them back on your EA app if they really wanted to. 

Hey, I'm really sorry to hear about what happened to your sister's account. Unfortunately, we're unable to assist with account-related issues here in the EA Forums. However, if your sister has the game codes or invoice numbers for her purchases, I strongly encourage her to contact EA Help to resolve this. While there's no phone number to contact them, you can use the EA Help website to fill out a form and contact them via email or chat. 

she has done that twice already,  and just getting the same answer over and over again. She has done everything they have told her to try and nothing helps. It just seems like they just don't want to help her. and when she replies back saying that it didn't work she gets nothing back for an answer.

Can she see the games available in the library to download, or does it appear as if she doesn't own them? 

it appear as if she doesn't own them?

she also tried to reenter her codes to try and redownload them, but it came up saying codes already used, of course they are , by her!

Ok, in this case, unfortunately, we're not able to assist in the EA Forums as we can't make any account changes here. All I can do is suggest clearing the EA app's cache, as that might help if there are any problems with the cached files that might cause this issue from time to time. If that doesn't fix the issue, then they would need to contact EA Help again so they can check the situation with the account itself. I know this is not the answer you were looking for, but the EA Help is best equipped to assist with account issues. 

how do you clear the EA app's cache?

You can find a detailed guide for that here: https://help.ea.com/en/articles/technical-issues/clear-cache/ 

Just to clarify, when she redeemed the codes, they were applied to her own account. If she tries to redeem them again, it's expected that she'll see a message saying the codes have already been used.

That said, if she shares those codes with an EA Help advisor when reaching out, they can use them to verify whether the game was successfully redeemed on her account. It’s definitely worth checking with EA Help to confirm everything is set up correctly.