Sims4 (Playstaition4) sims not doing anything and getting stuck.

I have no mods because I am on a PS4. And I have like one or two packs, not the lovestruck pack, and now my sims are not responding to any of my commands and just standing around for hours. My game is unplayable. The EA support couldn't help. They offered for me to do the cheat box code, I had done that already and it hadn't worked multiple times. I'm about to ask them for a refund at this point because it's ridiculous. Does anyone have any solutions. Again I'm on a PS4 so what I'm able to do is limited. I have cleared all inventory, cleared the gallary, made sure to only have 1 save. And now it's just not working.