So, I've now contacted EA support twice (once on the 16th June and then again today - 18th June):
- The first advisor I spoke to was helpful, and told me that they were unable to get a hold of the Maxis team so they advised me to try again later.
- The second advisor game me a link to report a bug in the game (http://help.ea.com/en/article/contact-ea-help/), but this link takes me back to the same area where I logged my call so it was not helpful in the slightest.
I now can't seem to get anyone to help me at present, so I hope one of the EA people on here can help me...