How to get TS2 - Ultimate Collection (Windows)

I tried that earlier and I even said I had my physical copy of The Sims 2 with the game code (so that way when they asked for it I could give it to them) but I couldn't get it. :/ They said ''Experts are sorry and they say that now nothing can be done about this issue''. The customer support person put me on hold for a couple minutes to ask someone about the UC but yeah. Do you think maybe they decided to stop giving it out already to people who have a game code?