Packs/Worlds showing as deactivated in-game/Not active after purchase

Dear EA Support Team,

I am writing to express my extreme frustration and disappointment regarding a serious issue I have been experiencing since yesterday.

I purchased two expansion packs for The Sims 4 via Epic Games: “City Living” and “Seasons.” While the “Seasons” pack works perfectly fine and is fully integrated into my game, the “City Living” expansion pack does not load at all, despite being fully downloaded and installed.

Whenever I try to access the world included in the “City Living” expansion pack, I receive the following error message:“World not loaded. When the pack installation is complete, restart The Sims 4 to install the pack.”

Despite this message, the pack is already fully downloaded and installed.

I have spent hours trying to resolve this issue on my own. I have:

• Restarted the game multiple times

• Uninstalled and reinstalled the expansion pack more than once

• Cleared the EA app cache

• Repaired the game files

None of these steps have worked.

At this point, I am extremely frustrated. I paid for this content, was excited to play it, and instead I have been dealing with a broken product for over a day. This is completely unacceptable.

I expect this issue to be resolved immediately so I can access and play the content I have paid for without further delay.

Additionally, due to the inconvenience, wasted time, and overall negative experience this has caused, I strongly believe that this situation warrants compensation. I expect an appropriate gesture (such as a complimentary item, pack, or similar) as a goodwill apology for this experience.

Please treat this matter with urgency. I want a clear solution as soon as possible.