We have had the exact same problem here, and literally nothing works. The so-called customer service is nothing but a merry-go-round where nothing is solved in any sense of the word whatsoever. They just send you in circles, often asking for the exact same information repeatedly, such as "verifying your account," and each reply has nothing to do with whatever you had emailed before. Some people told me the game has been "sunset" and will not work, others said that isn't true...the right hand has no idea what the left is doing. It's a complete joke, and the BBB is full of similar complaints.
I finally gave up and purchased a disk. Only problem for us is that we can only install it on an older laptop, which runs slowly and the game freezes. So essentially, we can't play at all anymore. Which is a huge bummer. It has been 4 entire months and absolutely nothing has been resolved.
I haven't even purchased any more items for my Sims because I am afraid of losing my purchases and never being able to recover them again.
