Unable to move families in to homes - So can't play the Sims

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I've spent over 4 hours with what passes for the "live chat" help...their English is sometimes difficult to understand what they want done...but still have same problem...So, they told me I need to speak to a human....but he sent me to a link that does nothing with actually getting to speak to someone on the hone....

I need help with an actual in-game play on the Sims 3

Any help....because as of right now, I want my money back because I literally can't play the games that I've spent a butt-ton of money on