150 Heirloom Shards Lost After Game Crash – Unwanted Karambit Purchase

Hello EA Support Team,

I am experiencing a serious issue in Apex Legends involving the loss of 150 Heirloom Shards.

I attempted to purchase the Kunai using 150 Heirloom Shards, but the game crashed immediately after the purchase.

When I logged back into the game, all 150 Heirloom Shards had been consumed, and I received a Karambit instead of the Kunai I intended to purchase.

Platform: PlayStation 5

EA Support Case Number: #257114658

I previously contacted EA Support regarding this issue.

An EA Advisor informed me that my case would be submitted to the studio investigation team and that my purchase history would be reviewed.

I was also told that the investigation could take several days to one week.

However, I have not received a clear update regarding the investigation.

I would like to know:

1. Is the investigation still ongoing?
2. Has the studio investigation team reviewed my purchase history?
3. Is it possible to restore my 150 Heirloom Shards or correct the unintended purchase?

I did not intend to purchase the Karambit, and I would greatly appreciate your assistance in resolving this issue.

Thank you for your time and support.