Re: Sims 4 DLC removed from account

I’m hoping someone in the community or an EA support representative can help me resolve an ongoing issue with three The Sims 4 Stuff Packs that I purchased through Origin in 2018. The affected packs are: Spooky Stuff, Bowling Night Stuff, and Toddler Stuff. 

The problem

All three purchases individually show as Completed/Fulfilled in my EA Order History. When I visit the EA store or Game Hub, the packs show that I own them. However, when I try to download the content through the EA app, I receive this error: 

“You don’t have access, we’ve canceled the download because you don’t own this game. To play, go to the Game Hub to get the game.”

The Sims 4 base game launches and works normally. The issue appears to be limited to these three add-ons.

What I’ve tried so far

• Checked my EA Order History and confirmed all three purchases show as Completed/Fulfilled.
• Checked the EA store/Game Hub, which confirms that I own the add-ons.
• Checked Manage Add-ons in the EA app and confirmed Spooky Stuff is listed, but it will not download.
• Cleared the EA app cache and tried downloading again, but the same error appeared.
• Contacted EA Help multiple times and created several support cases.

During a recent chat, an EA representative told me that the packs had been deleted due to a chargeback request. I don’t recall whether a chargeback occurred, as these purchases were made back in 2018. I was also told that EA had exhausted its available options to help me.

I’m willing to repurchase these packs if necessary, but I cannot do that while the EA store says I already own them and the app prevents me from downloading them.

Has anyone experienced this same issue where add-ons show as owned but the EA app says you don’t own them? Has anyone successfully resolved this through an entitlement or license review by EA? 

I’d appreciate advice from anyone who can help me resolve this issue, I have been dealing with this issue with no resolution for 2 years! I simply want to regain access to the content I purchased or find a legitimate way to purchase it again.

Thank you for taking the time to read this. Any constructive advice would be greatly appreciated!!