EA help sucks

hi I'm Maygan

first thing: I brought the Growing together pack in 2023 when it came out. there was a problem with the payment, it still took out money from my account ITS STILL BEING PROCESSED
second thing: is when I went to check my Sims 4 game a couple months ago. the screen turned all dark and cracked, it only happens when I click on the sims its not my computer 

when I tried to ask EA for help they have been useless and not helped me