Guaranteed heirloom after 500 packs opened is actually a scam

Hi. There is a bug impacting Apex Packs. As we all know and as the game says after 500 packs opened there should be guaranteed heirloom. So I was counting the packs I've opened since getting my first one and I already opened more than 500 and surprisingly I didn't get a new heirloom. So I thought I made a mistake, but I just saw a video on youtube proving that we're getting scammed. The guy opened 700 packs and still didnt get a heirloom. Did you guys notice it? Here's the video. The guy opened 500 packs on one account and 700 packs on another one and funny thing he didn't get one. 

https://www.youtube.com/watch?v=ETBEtL46GiI