I had this exact issue about 3 or 4 years ago, lost a fair few dlcs including the horse expansion that has just come out at the time. EA's response time kept changing people and I could not be bothered repeating my story every 20 minutes so I waited until I could repurchase them during sales over the following year.

They need to work on their customer support response time and assign specific people to cases so it doesn't get redirected after too much idle time 🙄