Games weren't transferred to new account and EA app says that I don't own them

A month or so ago I asked someone on the EA help services page if they can transfer my games to my new account (I had every Sims 3 pack excluding sweet treats) every Sims 4 pack/kit (excluding the two most recent kits) and a few weeks later they still haven't shown up in my library. I've tried contacting them multiple times about this but everything they tried having me do didn't work or they didn't know how to solve the issue. One person even said that "it was a bug" and that they "were trying to solve the issue as fast as they could because a lot of players were having the same issue." This doesn't happen to just my Sims games though this happens to ALL of my games. The acount that I originally had these games on I had since 2016, but recently I've been having issues with being able to login because for some reason EA isn't recognizing that I have an email attatched to my account or something like that and because of that it won't send me a code. I'm having the same issue with verifying through my phone as well.

Because of this, I've resorted to making a new account and transferring all of my games, but that's where all of THAT comes to play. Is anyone else ACTUALLY experiencing this issue or is it just me? I've reached out to EA multiple times and they haven't done anything to help. They said it was a big bug at the moment and a lot of players were experiencing the same issue but I haven't seen them or anyone else talk about it at all.

Also, the games have disappeared from my old account so for anyone that's suggesting that: that's out of the question. I would've done that if it was that easy.