Says I own expansion pack but not installed

On my Sims marketplace it says I own and do not have one expansion pack installed, but it will not let me download it. I contacted EA support and they keep transferring me to another agent. Agent Ankit says I don't actually own the Expansion Pack, and he'll make note of the "bug" and for me to keep waiting for the next update for it to be fixed, and to post my concern on here because that's how it'll be addressed. I have been waiting for months and nothing changed in any updates.