838 Apex Packs opened and No Heirloom

Wasnt planning on a forum to voice this complaint or at least get some explanation on why I have not obtained an heirloom/heirloom shards, given im level 419 - 2 Packs per lvl minimum = 838 packs I have opened.  

Before I contribute more money to this game and it's 'randomness', I was hoping to get help with my Apex Profile given that it is still bugged even after the patch that supposedly fixed it, unless of course, you (EA) are going to claim I have to open a total of 500 AFTER the patch was implemented.  

Any assistance apprecietated, my main concern is holding EA/Apex to their predetermined "gaurenteed loot drop %'s" that they advertise to their customers, its clear on your Store that within 500 Apex packs opened there WILL, be an heirloom, and I'm assuming this was included their for a reason.