Lost save on iPhone after reinstall - did EA ever help anyone?

Hi everyone,

On August 14 I reinstalled The Sims Mobile on my iPhone and chose “Load saved game from cloud.” Instead of loading my real save (Level 60, 4 Sims household, months of progress), the game overwrote it with a brand new save. Now the cloud only shows this wrong save.

I contacted EA Support, sent screenshots, but after 2 weeks I still only get generic replies about “account access” which is not my issue.

My questions:

1) Did anyone else on iPhone have this problem?

2) Did EA actually restore your save, or do they never really help with lost progress?

3) Should I still hope, or is it pointless?

Thanks in advance.