Expansion Pack has Disappeared from my EA Account

I recently got a new laptop, and when I went to reload Sims 3 onto it my World Adventure's expansion pack was missing.

When I tried to click on it via the app it prompted me to repurchase it.

I spoke with customer service, who told me that that expansion is not linked with my EA account, and they have no proof I ever had it linked with my account.

They told me that I needed proof I had purchased it for them to assist, in case I was a "hacker" trying to steal my EA account.

The issue is that I originally got given it on disk and I no longer have the disks, as I've been playing digitally for at least 8 years.

I registered the Product codes with my EA account, and everything was fine since then.

Apparently they can't give me a new code in good faith.

I also asked the customer advisor to escalate the issue, and file a formal complaint but he refused.

He told me that he "didn't want to give me false hope", and said if I wanted to complaint I could via the forum, but that just advised me to contact Customer Service (who I was already talking to?!).

I'm pretty frustrated, because the game is basically useless with WA, as I use the content in every household. Also, some of the sims are from the overseas places, so a heap of sims are just missing now.

Has anyone else had this issue of expansions just disappearing with no evidence you ever owned them?

Also, does anyone know how I can actually escalate and complain. EA have technically robbed me hahaha. All I want is the expansion back so I can play a legacy file that's been going for 7 years.