Lost my Heirloom item's

Okay, so this is really upsetting. I was playing the game. I bought 10 Apex Packs. And no joke i got the Heirloom drop. The 1% chance, to get this drop. I didn't even know it existed and my friends also freaked out. But after opening the Apex Pack. And seeing the item's on my screen. They just disappeared from my account. How on earth is this possible? I contacted EA and send them a support ticket they replied with ''Unfortunately, I can not help you with your request at this time. It is not possible for us to repair Heirloom items.
I apologize for the inconvenience.'' I am so mad right now. And i hope they can restore the Item's to my account.