Genealogy Problem

I am currently testing out how far alien genetics will go, but around third generation, my two original sims were wiped from the family tree leaving only blank spaces where they should have been. Their urns that were on my property became unusable. The urns did not acknowledge the sims that were in them, the only thing that was left of the urn was the inscription I put on them. One was a normal urn, and one was an alien urn. It is a huge problem when testing genetics because you no longer have the picture of the original sims. I planned on showing the family tree in a couple generations on a thread to show how far an alien genetics could go, but that's no longer going to work. I could start over but it took me weeks to get where I am now. I had 14 kids in one generation between two people. I RAISED THEM! Now all that hard work is wasted. I'm sorry, kind of ranting, but does anyone have a solution?

I called EA to see if they were working on this issue, and if they weren't I thought I'd report this issue but then as I was explaining to EA about the urns, she kept asking me what were urns. So then I asked the million dollar question, have you ever played sims 4. She said no. So I asked if I could speak with someone else. She then said something about the game experts. I said ok, but how are you going to explain the problem if you don't even know what an urn is, or the family tree. I keep trying to explain it to you, but you obviously don't get what I'm trying to say. She said I couldn't speak with anyone else and I'm being rude, so I just said bye and decided that I'm on my own.

But can anybody help me, pplease. I have invested too much time to start over and even if I do start over what's to say it won't happen again. Also, if they were wiped, would their genetics no longer be a factor. Too many variables. I'm about to give up.