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lolcatr's avatar
lolcatr
2 years ago
Solved

Sims 4 DLC removed from account

So, my sims 4 addon (Cats & Dogs) got removed for suspected fraudulent activity. But I paid for it so I don't understand why they would remove it like that. My only guess is that when Origin moved over to EA that same addon got removed from the files and then I had to buy it again (which I did so recently due to finances). Maybe because I had to buy it twice because it got removed? I tried repairing the Sims but that didn't work, and I don't have the money to buy the pack again. I just want to know what to do because I don't want to make things worse.

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  • EA_Solaire's avatar
    EA_Solaire
    2 years ago

    Hey there @lolcatr 

    I'm afraid we don't have access to your account or billing details here on the forums, so we wouldn't be able to look into this with you to see why the pack was removed from your account. 

    The live support team can review these details with you and see what's happened, please contact live support for more help on this from the site here: https://help.ea.com/en/help/faq/using-ea-help/ 

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  • mia_faxth's avatar
    mia_faxth
    Rising Newcomer
    2 months ago

    the payment went through, and was marked as COMPLETED in my order history. However, now it’s been removed from my account with no refund and marked as ‘fraudulent.’ This is a mistake. I used a legitimate payment method, and I’m the one who made the purchase. I either want the pack reinstated or a full refund. Please escalate this if necessary.

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    2 months ago

    Hi mia_faxth​ 

    It sounds like this pack has been removed from your account- you'd want to reach out to the live support team using the link provided in the solution above so they can look into this further with you. 

  • ericeakright's avatar
    ericeakright
    Rising Newcomer
    2 months ago

    Hey, so not the original commenter. But you all did the same with me... When I reached out, I received no response except to confirm whether I wanted to keep the case open. I bought six different packs and have now reopened a new case with you and my bank. I just wanted to play my Sims 4 game with the content, and you all removed it weeks after I was triple-charged!!! Is there any way a real human person could talk to me?

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    2 months ago

    Heya ericeakright​ 

    We're not able to look into your billing details here on the forums and get a refund processed for you, but live support can take a look with you and get a refund submitted for these extra charges. 

    To speak with live support, you'd need to submit a help request on the site here. 

  • BambooPerson's avatar
    BambooPerson
    Seasoned Newcomer
    5 days ago

    I purchased the snowy escape pack when it first came out and this has been an issue ever since. Every time I try to download the pack through the EA app it says I do not own it even though I do. In the add on store, it says that I already own the pack too. I have tried clearing the cache, repairing the game, and everything else I could think of. I also tried contacting EA support and they were unhelpful with this issue. Does anyone have a solution for this?

  • EA_Solaire's avatar
    EA_Solaire
    Icon for Community Manager rankCommunity Manager
    13 hours ago

    Hi BambooPerson​ I've merged your post into the main thread on this as it sounds like this pack was removed from your account- please see the accepted solution in this thread for information on how to contact live support for more help.

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