Missing Expansion Pack

I purchased city living expansion pack, restarted my game and it isn't there? I followed all the steps on the FAQ but now it is showing me the option to purchase the expansion pack when I already did it and the funds have been deducted and was showing in my recent purchased. I raised an issue on the support page, no response, so I have just done this again. This was purchased on Klarna so I raised an issue on there but after 30 days I have had a notification to say this has been declined by EA.... if they looked at my query and library it is evident it is not there. Does anyone else know how else to troubleshoot this?

Many thanks, steph :)