Stuff and Game Pack Disappeared
Product: The Sims 4
Platform:PC
Which language are you playing the game in? English
How often does the bug occur? Every time (100%)
What is your current game version number? 1.65.80.1020
What expansions, game packs, and stuff packs do you have installed? Cats & Dogs, City Living, Get to Work, Parenthood, Vampires, Holiday Celebration Pack. Also had purchased Realm of Magic and Tiny Living Stuff Pack previously.
Steps: How can we find the bug ourselves? I don't know. I didn't play for almost a year, but I know I had bought the Tiny Living Stuff Pack and Realm of Magic Game Pack. I couldn't find it in the purchase history on my EA account, it's not showing on the Main Menu screen and I had it saved in a previous game that I deleted.
What happens when the bug occurs? The packs just disappeared, and I don't know if not playing for a year is the reason.
What do you expect to see? The purchased items to be restored. I am not paying twice for a pack I already paid for. I am waiting back from my bank to see if they can help me provide proof of purchase.
Have you installed any customization with the game, e.g. Custom Content or Mods? Never used.
Did this issue appear after a specific patch or change you made to your system? Yes
Please describe the patch or change you made. I hadn't played for almost a year since 2019, and upon restarting at the beginning of August 2020 I downloaded a patch from Origin that they said was required and then an update from the Sims 4 Main Menu.
I am waiting for a response from my bank to be able to provide a proof of purchase from December of 2018 to show that I had made a purchase of the Tiny Living stuff pack and Realm of Magic game pack. I know I purchased both. I have deleted the save files thinking there would be no harm after doing an update of the Sims 4 game and the Origin platform on my PC. It has been almost for almost a year I did not play, but I know that I had purchased both as part of a bundle of purchases with the Main game, the Get to Work expansion, and the Vampire game pack.
If there is a way to retrieve deleted save files to show proof while I wait for a reply from my bank (I can only get as far back as December 2019 for bank statements), I will be happy to prove I had them. They just suddenly disappeared and I don't know why... unless it had to do with an Origin or Sims 4 update.
@kr484mi4j7 Since you said you hadn't played in almost a year, I figured you were thinking of different packs, but it does sound from your descriptions like you did have those two packs more recently. There was an issue a couple months ago with packs being automatically refunded, and some of the time the money was never actually returned. From what I heard, all or at least most of the affected purchases were made within a day of June 15, but maybe you were affected too.
Regardless of the cause, it's best to contact EA customer support about the issue. You can upload the same screenshot you've posted here (the first one) and ask what happened to those purchases. A support rep should be able to look at your full account history, including any refunds (or fake refunds) that may have been issued.
