Why can’t I just get a refund for Sims Medie

I asked in a chat on EA help and they couldn’t give me an answer. I am old and not tech savvy. I have paid for every pack on Sims 4 and thought I would try Sims Medieval but it’s a traumatic experience every time I try to launch it. I just want my money back for a game I can’t play easily on my computer. They kept sending me a link to the help page that was no help. It shouldn’t be this hard to get a refund.