Summer Glam Pack Items Vanished.

[AmbriaY]

Product: The Sims Mobile
Platform:Apple iPhone
List the specific devices you play with (e.g. iPhone 6s Plus, Samsung Galaxy S7) IPhone 6, Samsung Galaxy Tablet 4
OS Version 11.4.1
Player ID: (Find your Player ID in Sims Mobile: https://help.ea.com/help/the-sims/the-sims-mobile/find-your-player-id-in-the-sims-mobile ) 1003445537200
How often does the bug occur? Every time (100%)
Steps: How can we find the bug ourselves? Summer Glam Pack Items Vanished about 2 weeks after purchasing with Sims Cash.
What do you expect to see? Summer Glam Pack Items.
Connection Type Mobile
Please select your region North America
Country United States
Additional feedback Summer Glam Pack Items Vanished on July 19, 2018. Bought during promotional period before July 4th. The items are now showing up in the catalog individually for sale.

‌

EA Support has not been helpful at all. They offered 100 Simoleons after several hours of emailing. 

[Phantomlover1717]

I do have to send you back to EA. However, I suggest another option than e-mailing. Either the chat (though the normal contact options).
Or social media. 

You can contact EA through The Sims Mobile app. Open the side menu, choose the gear icon, then the button with 'Help'.
This will open your browser, scroll down until you see 'Contact Us' and choose 'Technical Support'.

Open the spoiler for pictures:

Spoiler

If this fails for some reason, or you can't access The Sims Mobile app. 

You can contact EA through this link: https://help.ea.com/en/contact-us/

If you want to do so in a different language you can choose your country of choice in the upper right-hand corner. 

You can also choose to contact an EA game advisor through social media:

- Twitter: https://twitter.com/EAHelp
- Facebook: https://www.facebook.com/EAHelpHub/

[SimGuruMaaike]

Hey @AmbriaY on your iPhone 6 can you got settings > Help & About  and click on 'restore purchases' near the bottom. Does that restore the Summer Glam Pack for you? 

[AmbriaY]

That was the first thing that I tried, but unfortunately it didn't work for me. I guess because I paid with Sims Cash. Thanks for trying to help me.

EA claimed that I need an exact date for when I bought the Summer Glam Pack. I don't have an exact date because I wasn't expecting my items to vanish. I did submit my receipts from buying Sims Cash and screen shots showing my Sims Cash balances during the days around the purchase timeline. There was a difference of more than 400 Sims Cash. I submitted a screen shot of my Sim wearing one of the hairstyles from the Glam Pack. I spent hours of going back and forth with EA.

After this experience I refuse to spend any more money on this game.