Didn't receive Moola purchase

I have been trying to get a refund from the Sims team for months now due to not receiving my paid for in game Moola’s. I have money just floating around because no one is acknowledging my messages. I think it’s unfair to put a product out in the world that’s not operational AND has no direct customer service platform for their customer. I already was against the whole market place add one and this experience proves me right. It would be much appreciated if someone can reach out to me in reference to this issue . Needless to say, I will NEVER utilize the market place again for it is what I knew it would be, a great disappointment!