Missing partially what I bought

I have bought two pack (one the bargain pack) which I received and played a bit. When I opened the app again, it looks like it was restored. 
I have the clothes and other amenities from the bargain pack, however, the money are missing. 
Same with the other pack which has 15000 simoales and simcash, that is completely missing alongside with a few doors and a staircase that came with the house I bought ages ago. 
I contacted the help center and they advise to write here as the troubleshooting did not work. 
I just want what I paid for. Or I want my money back. 
Thanks