REAL TALK about new Heirloom system... after I talked to EA specialist.

Pre-Story - (What led me to contact them):

I didn't even see the last update notes, as I work 12-14hrs a day and just hopped on to play. A friend told me you can now earn shards from Apex packs. I have a lifeline hierloom I got randomly (After maybe $400 invested into this game overall) and I'll NEVER use her. Don't enjoy her and she's my squad mates hard main.

Very disappointing, but I thought "it what it is.I'll get it eventually. 

I've wanted Bloodhound's heirloom forever, and have opened hundreds of free and purchased packs sine I got hers half a year ago... and thought, last night, why not. So... I spend $100 more dollars for enough to buy about 118 apex packs with what I already had.

Opened every one of them... not one shard.

Then I research and find out I'm not eligible or something? WTF is this? I spent over $500 on this game now between my two accounts... and don't even get me started on my two son's accounts... and I can't get a hierloom?

Hell, I'd rather have my money back and they can just take back every single thing I got from those packs.

It's BS...

What did I find out? (after talking with them):

I just got finished talking with the specialist at EA games (customer support was confirming with the specialist on this subject as we spoke), and they basically said:

"We're sorry, but it's how it is, and deal with it." They weren't rude, but that was the basics of the reply.

Then they proceeded to tell me that:

"there is actually NO GARENTEE on getting a heirloom at 500 apex packs."

and that:

"It cost 150 shards now to get a single hierloom. We're sorry you didn't get a single shard your last 150 apex packs, but the algorithms are tricky like that."

I said:

"Seems like it's a way to get people to gamble their hard earned income on something that most likely won't be there."

The customer support worker's ACTUAL REPLY:

"I agree. Seems that way to me as well."

Yeah... that's LITERALLY what they said.