World Bundle Missing

Hello! I was directed from the official Help chat to post here.

In 2019 I bought the World Bundle pack, but I can't access or download the worlds that come with it. According to the EA app, they're Monte Vista and Hidden Springs. Both aren't downloadable for me in TS3 Store neither the app. The Bundle is confirmedly owned in my EA app, and I have the purchase confirmed in my account on the website, but not on the Store. On the Store they're available only for purchase for me, but I technically already purchased them. 

How can I get them now? I don't have the Bundle code anymore, because it's an old purchase and it's not in my e-mail inbox anymore, and it's not in the app either, even though it appears as "owned". 
The attachments are in Brazilian Portuguese because I'm in Brazil, but there's the purchase confirmed in 2019, the EA app showing ownership; the world Monte Vista being able only for purchasing, and the Hidden Springs world showing "Buy Now" or "Redeem Code", code that I can't access because as I said, it's not in my e-mail inbox anymore and it doesn't show in the official app.

If I choose to manage my DLCs in the app, the World Bundle doesn't show, nor the separate worlds. Also, if I click on the Bundle itself on the app, it only shows "you already have this complement", but offers no code nor installing options.

What can I do? Because I technically already confirmedly purchased both worlds in the pack.

As an alternative, I would also accept having Midnight Hollow as compensation instead of the other two in the bundle, because it's the same price at the Store. Maybe the World Bundle is too old and not compatible anymore (?), I don't know. 

I already have two cases open about this, Case #247768794 and Case #246786594.
The first one told me wait 24 to 48 hours, it's been four days already and nothing was done, the second told me to post here.

Thanks for any helpful response!
Stephanie