Years of DLC missing

On Friday, 12/19, I logged into the game on my laptop after not playing The Sims 4 for about a month. Over the years I've bought almost every pack. All of it was gone, including my Sims 3 game and packs. I saw a brief message that started "It's been a while since you logged in..." (not that long!). 

I made the mistake of using EA's chat; they were no help whatsoever. In the middle of the chat, I went to the website to file a report and I noticed my user name was changed (the name was the same but a number "1" was added to it). My purchase history was gone from the website, too. The first agent I spoke to kept insisting he had to create a new account so I assume that he made the change, but though I asked--repeatedly--if he'd done it, he never answered. The last person I spoke to said he couldn't answer the question.

Apart from the auto-reply from the website to say they'd received my report, I've heard nothing back from EA so far. Btw, restarting the EA app, clearing the cache, etc., did nothing. I also noticed the EA App had created a new “EA Games” folder on my Mac. In the folder are two subfolders called "The Sims 3 Packs" and "The Sims 4 Packs". In the Sims 4 folder is log file called sims4_moveDLC.log which says "Starting moveDLC Finished moveDLC". 

 So, I went to ChatGPT and told it everything. This is the condensed version of what it said: 

"This strongly suggests that your content was not deleted or revoked, but that your account identity and entitlement records became desynchronized, likely due to a backend migration or account-identity refresh affecting legacy Origin accounts. Chat support couldn’t resolve it because they only see the now-empty account record."

Has anyone else had all their purchases disappear? Does Chat GPT's answer make sense? I'm hoping that EA gets back to me tomorrow (Monday). It's been extremely frustrating. (Thankfully, I kept the email receipts of my purchase over the years.)