Missing purchased Maker Kit
(I'm sorry if this is under the wrong forum section, had no clue where to put this and if this would be considered a bug, and I have only used this forum once.)
I am missing a creator kit I purchased after the new update, and despite showing all the evidence needed and contacting customer support, I have been ignored.
I purchased 500 Moola in March and 200 in May, which I used to buy the Miiko eyelashes maker kit and the Lip Couture maker kit by TwistedCat. All my other kits are free content kits. After the new update, I was receiving missing content errors in CAS, only to see the Lip Couture kit missing from my collection. I contacted customer support; and was told I wasn't the only one having this issue, and they would be in touch. However, after finding out it was purchased for more than 30 days ago, they have refused to help me. I have told them I do not want a refund, I want this investigated and to have the maker kit back I have paid for, but they keep ignoring me and keep saying the same thing. I even asked this to be raised for investigation and to a complaints department, in which they responded by shutting my case down. I do not want a refund, I just want what I paid for back instead of hearing about the 30 day refund policy. They even stated themselves that the content is missing and they cannot find it (will supply screenshots in attachments), but keep saying they can't give me a refund, instead of actually looking into it.
They told me multiple people are having this issue, so I am raising awareness on here as the "support" I received is not good enough, so hopefully this can reach the right people working for the sims and EA. My platform is on PC, and I don't use mods, and this only happened after the most recent update. I will attach the screenshots I shared with the team showing its missing, the in game error, as well as my Moola currency being 0 in the top right corner so they know it has been used (I won't be putting up my purchase history just incase it leaks any personal bank info, just the top of the confirmation receipts). Please someone be my knight in shining armor and get the content back that I paid for, as despite providing evidence and repeatedly asking for the issue to be investigated, my case was closed without the missing entitlement/content being resolved.
I appreciate any comments sharing if they have the same issue, any upvotes, or any solutions if they managed to resolve this issue! Thank you for your time!
