Expansion pack content doesn't appear in game

Hello,

Last February, I purchased the pre-order offer for The Sims 4: Heritage and Royalty, which came with additional content such as the Classic Cinema Style Kit and Tea in the Sun.

Since then, I have tried many times to download it, install it, and reinstall it. However, it does not appear in-game. It remains greyed out with the message: You do not own this expansion content.

The missionary PNG does appear at the start of my games, so the game seems to recognize the content, but I have no access to any of it: clothing, objects, etc.

The same issue applies to the kits.

I paid for content that I have been unable to use for almost two months now. I was hoping that updates and reinstallations on my end would eventually solve the problem, but that still has not happened.

I would also like to clarify that I only use official EA and The Sims 4 content. I have never used any mods, custom content, or anything else.

What can I do? Can I request a refund if it still does not work?

Thank you,

Marion