Ea has the worst customer service

I feel you. I've had a game disappear from my library, and when I finally got through they told me that there's no evidence I ever owned it (but I've been PLAYING IT for years). Then I tried to escalate and complain, and they basically told me "too bad"

Are you sure you're logged into the account that purchased the game? Assuming you're logged into the right account, are you able to go to your console's store through a web browser to find it?