Origin Great Game Guarantee: Not Eligible

I wish I had researched more and had found your experience sooner. I too have experienced this same issue. I saw there was a sale going on and decided to purchase an expansion pack, but did not see anywhere during the time of my purchase that the items in my cart were subject to this exception. I was dissatisfied after download and contacted support an hour after purchase twice asking for a refund and was denied. I asked the reason this is, I even pointed out that in their Great Game Guarantee that it states Game Packs including extra content are able to be refunded but only when the content is returned together. I was not told that because of the content being DLC was the reason but the fact that I should look at what they do refund: Full Games. After almost three hours writing to support, looking through all their return policies and terms of sales, as well as scanning the checkout again to see if their is anything written for consumers to tell before purchase that they will not refunded for certain content, I found nothing that I could've caught beforehand to know that my purchase would be denied a refund. Once again, a company makes you feel secure with their refund policy only to throw stipulations for it in your face when you go inquiring. I would have no issue of this policy that they seem to have if they would actually advertise the expansions, and extra content stating they are not part of their Great Game Guarantee. This is actually something that should be stated more obviously for consumers to be sure they know the purchase is final in every possible way.

Not only have I wasted so much time trying to return my pack, but when I finally accept the fact there's nothing to be done and go to play Sims 4 with my new content it also starts glitching as your content has. My sims froze in a restuarant and did nothing for hours. I tried switching sims, I tried pause and play, fast forward, ect. They were stuck frozen for no reason and eventually after playing with the fast forward for a while, they finally got unstuck. There is other glitches as well, such as my sims appearing outside the house and then suddenly on the toliet. I don't mind this so much, or even their XP bar hanging above their head when they're sleeping or just walking around randomly... but for me to completely lose capability to do anything with my sims for hours in game time is a bit frustrating.