ANANSI’S AGELESSA BODE MISSING

I had been playing with my ios ipad when my Anansi’s Ageless Abode, fully furnished btw, had disappeared. I had purchased it and now its gone. I keep trying to get EA support but they keep thinking im playing on Sims Freeplay when im using The Sims Mobile (TSM). This has been very frustrating and i just want my home back with all its stuff.