Can't pay sim bills

Good morning, 

I've been recommended by EA help to post on here about my issue paying bills. I have tried every possible trouble shooting technique but nothing will work, they cannot pay their bills, no matter what I do. 

I have tried 

Changing mailboxes 

Deleting the EA app & Sims 4

 New saves 

New games 

Moving 

Moving a sim out/in

Travelling 

The phone,  mailbox , PC 

Deleting cache etc. 

Nothing works. 

Currently can't play.