You will need to contact EA's Customer Service, as we cannot help with purchase issues like this.
1. Click on the following link: https://help.ea.com/en/contact-us/ (once there make sure that your country is correctly selected in top left hand corner of Help.EA.com)
2. Find the affected game - in this case select either Origin or Sims 4
3. Select your platform
4. Select topic and issue.
5. Select a contact option. Please note that available contact options do depend on your country settings, time of day and the topic/issue you choose.
Redeem your product and promotional codes
https://help.ea.com/en-us/help/origin/origin/origin-code-redemption-faq/
