can't download my supernatural on origin

Hello, so for a year now I can't download the the sims 3 supernatural limited edition. I have already purchased it and every time it starts to download it crashes. Yesterday I wrote to EA support maybe three times and everyone gave me different solutions and neither one of them helped. I tried everything, today I tried it again, and it still didn't work. So I wrote to the EA support. I talked to two or three different people and all of them couldn't help me. They gave me different solutions but neither one of them helped. I don't know what to do anymore, I just want to play my game. Right now they escalated the case and I have waited for about an hour and they still haven't emailed me. What should I do? Please help me. Today I spent four almost five hours I can't take it anymore.