@hanzhodges1, I am a volunteer here and not an EA employee, and I don't play the Sims games. So I don't have an answer for you on this issue. But if you would like to talk to an EA adviser any time of day through online chat or phone call back, I will leave instructions here for you to try that option.
1. Go to https://help.ea.com
2. Click on "Contact Us" at top of page
3. At the top of the next page where it says Select a game or service, Click where it says Change Game. When on the next page, enter Sims 4 in the search bar at the top. Of the Sims 4 games listed, select one of them by clicking on the game name. You can chose the generic Sims 4 item at the bottom of the list if the others do not apply.
4. Select Platform (PC, Mac, etc)
5. Select Topic (Manage my account)
6. Select Issue (Manage payment details)
7. Click on blue Select Contact option
8. On the next page called Case Information, decide if you want a phone call back or online chat.
9. If you want a phone call back, complete the requested information under the heading called "Get a call", then click on the Request Call button.
10. If you want online chat, click on where it says "Chat", enter a brief description of your issue in the "Subject" box, and then click on the "Request live chat" button.
11. If the estimated wait time is not reasonable to you, try again later.
