Support is failing to give me sims 3 64 bit entitlement

I have contacted support 4 times to receive the 64 bit version of Sims 3. Unfortunately, each time they claim they have given me access but, I am still seeing "ts3.exe" and "The Sims 3 32 Bit" In my task manager. Something is going wrong on their side but they refuse to transfer me to a senior advisor. Please help!