Customer support wont response to my emails.

I was trying to install The Sims 4 after paying for a stuff pack that was discounted at $5.99 and each time that I try to install, there's an error.  Turns out that I have the EA  Play version of the game despite owning the game previously before I had the subscription and even owned the packs that came with the EA Play version on Disk(before the game went free to play might I add). Despite having 2 cases and responding to the emails with the assumed information that would help with both cases, Customer support has yet to fix my problem so far. 

I actually have four 4 screenshots of both the actual emails and my replies giving them the information needed alone and if I really wanted to, I would provided a lot more screenshots but EA seems to have a limit of 3 attached files, so unfortunately, only the two emails and the screenshot showing the two cases in question can be shown.