Games with Gold purchase missing

So last night i tried playing a game that i downloaded years ago as part of games with gold. I try opening the game it says i don't own this game insert disc or visit the store. I received the game via games with gold so no disc. Okay so i go to the store
which says the game is installed but the only option was trial or purchase. I click trial and begin playing. It's not the greatest game but ok it was free. I looked up when the game was free thinking support will help me out.... the game was free to games
with gold 12-01-17 I installed it on 12-04-17 and attached i have proof via the game file on Xbox. Well as many of you know Microsoft made it virtually impossible to speak with an actual human being in regards to support but i was able to finally get into
a chat with someone but he was less then helpful basically calling me a lair and that he can see that i never played the game until yesterday 02/06/2020. i told him i have proof that i downloaded it within the time limit for the game and that the license was
missing for whatever reason. He tells me i must of used a different account which i replied I've only had 1 Xbox live account since i joined and he keeps telling me nope you used a different account. When i continue to tell him this is my 1 account he tells
me i can see all your gaming history and you have never played this game until yesterday so clearly i don't own the game. he then goes on basically calling me stupid explaining that you need a game license and you can check all your license history under my
games. His chat in red

By the way, when we download a game.

Let's say, we purchase it, or we got from Xbox Game Pass or Xbox Games with Gold.

We acquire this so called "game license".

And the game license of our account is visible to us.

On your end, you can check that at xbox.com under your profile > my games.

And so yes, we can see all of your game licenses as well right here on the said account.

So i again repeat that this is my only account and that it was in fact downloaded by me on this account which i have proof of and his reply was

Though, there is no thing here.

Sorry again. It could be that you got it on a different account back in 2017. It was a long time bro.

By the way, I can also see here that you grab the trial version of the game just now.

And okay, the thing is that, if you already own the base version of one game, you should not be able to download its trial version anymore.

So yep, try to recall it. I could be that you downloaded the game on another account. Maybe 1 old account or account of a friend or a relative.

I once again remind him that i have only the one account and if he can see my account history as in depth as he implied he knows i only have 1 Xbox live account in my entire history with them and then he ends the chat. This isn't the first time this has
happened to me with games with gold and most of the time i don't even bother but just end up deleting the file and moving on but a few of my friends play this game so i wanted to see if Microsoft could help me out. After chatting with this guy i was so
[Mod removed- inappropriate] with the lack of customer support i needed to post this to see if anyone else has this issue. Because i feel like the real issue was that it got lost somewhere either from moving it to internal/external hard drives
or it just not downloading in full to begin with due to running out of storage. Maybe i had the trial when i downloaded and it didnt overwrite. Whatever the reason may be he just absolutely refused to help me. in the picture you can see that i have in fact
never played until i tried to play it yesterday. But you may also see that i definitely installed it within the free period.





:)