Missing Heirloom

I’ve not played the game last since 2020-2021 and right before I stopped playing I unlocked a heirloom. Now that I’ve started back playing my heirloom is missing. 

I talked with the customer service, and she was nice but I basically got told “I cannot retrieve the heirloom because you hadn’t filed a complaint soon enough” even though this is to no fault of my own.

How was I to know I needed to log into the game and check every so often to see if the items I’ve worked hard for and spent hundreds of dollars on are still there? In any other transaction in the world this would count as theft if left without reimbursement.

Truly disappointing.