Not received Heirloom set.

Product: Apex Legends
Platform:Sony Playstation 4
Please specify your platform model. Sony PlayStation 4
What is your gamertag/PSN ID/EA Account name? jacobw29
Please provide your squad mates' gamertag/PSN ID/EA Account name if possible.
Which Legend were you playing (if applicable)? wraith
Which Legends were your squad mates using (if applicable)?
Where did the issue occur? In the lobby (waiting area before the match)
Which part of the map or menu were you in? If you don't remember the exact name, please describe the area or what you were trying to do in the menu. i was on main screen opening the packs and at pack 500 i did not recieve the item
What were you doing when the issue occurred? E.g. respawning a squad mate at a beacon, using an ability, a squad mate left the game. opening packs
Did your squad mates also experience the issue? No
How many matches had you played in a row before the issue occurred? i stopped playing
When did this happen? (dd.mm.yy hh:mm) yesterday i opened up 500 apex packs and did not get the special wraith items
How often does the bug occur? Every time (100%)
How severe is your issue? Major impacts to gameplay
What happens when the bug occurs? it is said to be that when u open up 500 packs you are guarenteed a hierloom at pack 500 if u havenot gotten it
What should be happening instead? i should i gotten the hierloom at pack 500
Steps: How can we find the bug ourselves? make sure it doesnt happen to anyone else ive been seeing more and more people this happen too, i think it is a syncing problem with the account if u can fix that and add what i deserve on would be much greatly appreciated ! thankyou

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opened up 500 apex packs and they didnt give me the wraith heirloom i tried contacting ea, trying to contact thru twitter, instagram , and they didnt answer, all ea said is its probably a bug, i need your help to fix this problem please help!!