Can't download already paid for purchased items from the store to game

I am highly frustrated that I am unable to download items that I purchased from the sims store.  I keep getting an error message after trying to download that states Please make sure your game is up to date and try again.  My game is up to date to 1.39.  I have also purchased two stuff packs online to download directly to my game and yet again I get the same error message.  I have not been able to play my game with the $45.00 worth of stuff, worlds and sims points in over two months now.  I have contacted live chat to no avail....what is the problem!!!

I feel I deserve a refund.  Is there anyone else experiencing the same error or is it really just me?