Lost all my Sims

Hi this post isn’t for me but rather for my girlfriend. You see she has been buying sim packs for a couple a months now and almost owns every single pack now and has been playing and building an extensive gallery of sims and town's. She didn’t haven’t PlayStation+ by the way either which I will get into here soon. She has many many hours on the game and when an update happened it had deleted all of progress essentially like she was a new player even though it shows she has a lot of hours in the game. This has made loose interest in the game immensely and to me this just shouldn’t happen when you literally have no control over what happened to your save. She said this wasn’t the first time it’s happened too at least not this big at least she said it happened to her gallery being deleted once as well. If anyone from EA can reach out to me I would love to somehow for you guys to either refund her for the lost income and hours she has spent in your game. Non of this was her fault at all, or if there is a way for you to recover her progress back. You see this more than just using her free time, it was a passion she had building characters and interacting with other sims the community had made and building off those. She loved this game and I loved seeing her play it In her free time but now she’s just bored and has not motivation to log in anymore because of this..