Lost Save Progress - No Update Since Sept - Case Going In Circles

Hi team,

I am posting here as EA Help Live Chat has not been able to resolve my issue.

Platform: Xbox Series X

EA ID: PostingPlayer66

Game: The Sims 4

Issue: Lost save progress / entire save gone

Timeline:

• 10th September 2026: First contacted EA Help about lost progress
• 2nd October 2026: Contacted again, told case was passed to in-game support team
• Since then: No update, no case number, each live advisor gives a different answer

I have checked my Xbox cloud saves and local saves - my save is not there. I have not changed Gamertag or console. The progress is completely gone.

Can a Community Manager please give me a proper update and escalate this? My case keeps going in circles between live support with no correct update.

I I have been waiting since September. Please help.

Thanks, Miles

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