Sims 3 Entitlement Missing?

I have been waiting for customer service to respond to me for several hours and have tried to reach out via phone and email and have yet to hear a response. Is this normal for the customer service line? I am trying to get my entitlement for the Sims 3 64 bit version since it is missing from my library and I purchased the game in 2024. Who else can I contact to resolve this issue? I just want to play the game I paid for, this is extremely inconvenient.