Missing newly purchased house . Built house Disappearing.

I play Sims mobile I've been playing it for over 5 years. Needless to say I've gotten very advanced in the game put quite a bit of money into it as well. Recently I bought the ' Anansi ageless abode' $10.88 and never received it. I even got the receipt for the purchase and a notification from my bank saying the payment went through. Then a couple weeks later I witnessed my entire house full of belongings just disappear. It just vanished. The house pops back onto the screen but it's empty no windows no furniture nothing. Now after years of collecting things from events and paying for things you can understand how upset I was. I've been emailing EA, I've been jumping through every possible hoop to no avail. None of the belongings are in my inventory they're completely gone. They even took my trophies.😭 I have started at least 10 cases and got nowhere. I've also emailed EA and got no response. Why am I spending money on this game if I can't even receive what I paid for? And if I do get it do I have to worry about it just up and disappearing one day.