Sims Freeplay freezing

It has now been three days, and still no change in my account freezing the second I download my game from the cloud when I reinstall it. I have spent actual money and so much time on my game. I'm still unsure of why EA sent me to this forum for help, but they insisted someone here would be able to help. I've tried uninstalling and reinstalling several times now. The problem isn't the game. It works until I download my progress from the cloud, and then it crashes and freezes.