Missing Games in library

So I have old games missing in my library, are available in purchase history and reported to support two times. All I get from their side it is escalated is that the kind of support you give? is that the terms and conditions we deal with? and the funny thing they don't have a resolution time to solve any issue. I'm writing not looking for here but either to point out if something happened for your from EA don't expect any support so stay away from buying any game from them.