Partial Refund Shows Pack as Not Purchased

Hi @penguingl & @stef08073 

Did you originally purchase your packs directly through the EA app/Origin? 

This is currently happening to me as well.
I purchased several packs in September 2016 on sale.  These were available to me until November 2022, when one pack: SP07 – Kids Room Stuff, no longer showed as owned.
I have been trying to figure out what happened with this and was told at the time that it had to do with Origin on Mac, so I copied the pack content over from my archive and it appeared in game as normal.

However, I have since moved to another computer and again, the pack appears as unowned.

I checked my EA purchase history and it shows this pack was issued a Partial Refund at the same time as it was purchased along with other packs which were all purchased at once, on sale.

I have been trying to deal with the Customer Service through the website as well as through the chat and have been run around in circles, no Customer Service agent bothers to read the previous communication on this problem.  In addition, I have been told by Customer Service, through another case which apparently they decided to start (I now show as having 2 open cases on this same subject as well as one closed and marked 'Solved'), that the pack was refunded and I have to buy it again.  At current, my game saves are now broken (I back up everything so this is not a total loss, but I cannot currently play the game) because of this clear error on EA's part.

I have, as you might know, gone through all of the suggested 'fixes' for this error, which is very clearly nothing to do with my install or computer (this problem is 100% repeatable on all machines I own: Mac and PC) to no avail.  I am stumped as to how to repair this issue, I have been told directly by EA Customer Service that this is my issue, not theirs.

I have attempted several times to contact someone who can actually help me and each time have been 'hung up on' or passed back to another form-mail response, rather than any attempt to fix this issue.

At this point, this forum is my last resort.

Did you buy the kids stuff pack before buying the others during the sale in 2016, hence the partial refund?

This is an EA issue, they should have a way to unlock the pack for your account to have access to it again, especially if you have retained proof of purchase this entire time. It's no longer an Origin issue as Origin was replaced by the EA app and everything was supposed to transfer with no issue (but we know how that works).

If you're going through email or a chat support you will always get the run around, if you can find a phone number get it escalated.

A few days ago, my boyfriend built me a new PC. I did not have this issue on my previous computer - all of my purchased content was recognized by the app and loaded correctly in the game. (For years, mind you.) However, since installing the EA App and The Sims 4 on my new computer, the app is failing to recognize 3 packs. The packs are Dine Out, Backyard Stuff, and Spa Day. All three were purchased at the same time in 2016 according to my order history. I received a partial refund for these packs on the same day I purchased them. If my memory is correct, I was charged full price during a sale / promotion, hence the refund.

There is only one support case in my records, and while I assume it's related to the refund, I can't verify this. It says it was updated in 2017, but clicking on the case does not show any information. Not sure if that's normal, or if maybe EA auto-deletes support messages? 

These are the steps I've taken to troubleshoot on my own:

1. Removed mods & cc
2. Deleted "The Sims 4" folder and loaded the game to regenerate a fresh folder
3. Repaired the game through the EA App (multiple times)
4. Uninstalled the game and the app using Revo Uninstaller
5. Reinstalled the app and the game
6. Reviewed the advice in this thread. 

I have attached screenshots of my order history showing the initial purchase and the refund. Additionally, I have attached screenshots showing that the packs are recognized as owned in the game's "PACKS" tab, despite the content not being usable. 

Hello again!
My case is not solved still.
06.07.2016. I bought a set of 3 DLC trough Origin - sims4 Let's have fun together! sims4 Get to work! sims4 Go camping!
I bought this set on a sale at Origin with a 50% discount.
But due to a technical problem from Origin side, this transaction failed several times.
At the same day, I was able to buy a set of this set, but at full price without a discount. And later that day Origin refunded me ONLY the difference of the discount amount 50%. All the transactions are in my EA account in the order history.
Since 2016, after the purchase, I have been playing The Sims4 in Origin with these DLC! They were available and playable trough Origin.
After updating the Origin to the EA app, these three DLC disappeared from the library. They are not available for downloading and EA app offers me to buy them again. But in the game they look like they are available, but not loaded.

I opened a case at EA help and the advisor told me that he has discussed my case with the concerned team and made them understand the situation and this is something that they need to document and shared a feedback and if possible report the issue as well, Once this is done most likely the team would be initiating an investigation at their end to confirm this.
And also he has advised me to create a post on this forum so that the team can see, give me the feedback and help me better.

As I said in my case at EA help
I see two options to solve the case -
1. I prefer EA restores my access to previously purchased DLC.
2. or EA refunds me the difference of full purchase amount.
All needed screenshots i have provided in the case #156317189 at EA help.
Hope and waiting to get help soon!

Hi @TitaniumHeartz @Naima7705 & @Stormraven523 

Could you please run an EA Error Report following the steps here, and provide your Report ID in the thread here for me so we can look into this issue a bit further? Thank you! 

c3b363f108157-4163-a475-32fb5510f1e1

Apparently (as I have been told in the past) EA does not issue refunds on products, regardless of if you are able to use them or not.

However, I am at the point now where I'm tempted to ask for a refund myself.  On all products.