oOBeckyOo Try moving the entire Sims 3 user folder out of Documents > Electronic Arts. Then open the launcher to spawn a clean folder, and see whether you can download something from the website.
If that doesn't help, please create a new admin Windows account and try downloading something there. Make it local, as in, don't link it to your Microsoft account or any email address.
For the blank launcher, please clear Edge's Internet Explorer-mode data, as described here:
https://support.microsoft.com/en-us/microsoft-edge/view-and-delete-browser-history-in-microsoft-edge-00cf7943-a9e1-975a-a33d-ac10ce454ca4
I'm reasonably sure EA customer support has no access to Store downloads. Plus, they're encrypted, so they'd need to download the files using your account rather than passing along a master copy or anything like that.