Sims 3 Roaring Heights Gold Edition Issues

Hello everyone,

I recently purchased the Sims 3 Roaring Heights Gold Edition on the EA App, tried to redeem the product code, which it wouldn't allow me to do on the app, re-directed me to the Sims 3 website and ultimately seems to be irredeemable there because the code seems to have already been used, apparently. I've contacted EA a few times now to try and get some sort of help, which has now resulted in 2 cases being open for me. I'm just confused as to why they would give out a code that has been used. I was initially told it was because my payment had not processed and was told to wait 3-5 days before contacting them again, but that has literally not changed anything, as it is still the same error message appearing. Idk what to do, but any help from EA or someone who knows how to rectify this would be much appreciated.

Happy Simming.