Heirloommss

Hello. Greetings. Today I wrote with one of your advisors about my heirloom problem in Apex Legends. He told me that if there was to be any chance of solving the problem, I had to either create a post on the forum or send all this information by email to senior people, managers or developers. So the problem is this. Some time ago I bought 500 Apex packages, which is also a 100% chance for one of the heirlooms. I really wanted to get this one for the Wraith, because I've been playing it ever since and this is my main one. The problem is, I didn't get Kunai, I got Raven's Bite to Bloodhound. Everything would be fine and I understand that randomness is randomness, but not long after that you added a system of heirloom shards, in which, as you can see, there is still a 100% chance for one heirloom after 500 packages, only that now you can choose one. It's very frustrating and depressing, spending so much money on the game and not getting what I wanted, then the update adds a system where you can choose your heirloom. In the history of my shopping, you can see the confirmation, although the advisor I have written with has already confirmed it, it is all visible and verifiable. I'm asking for a heirloom replacement, which is perfectly fair, certainly at least in my case.