Apex Legends heirloom missing after not playing for a few years

back in early 2021 or 2020 I purchased the pathfinder and octane heirlooms after grinding packs to get shards. I logged in today to finds that my heirloom is missing. all of my skins and stats are still there but my heirlooms are gone.
I contacted support and they were no help, they  barely spoke English and didn't understand the issue. after about 40 minutes of being told to go to settings in the EA app which don't exist I'm left with no solution. 
I did a bit of research and it seems there was a glitch in 2022 which allowed players to get heirlooms illegitimately. but I wasn't playing at that time so I have no idea why mine are gone.

I know for a fact I purchased the heirloom, I played for months opened hundreds of packs to obtain them. are they just gone for good? has anyone had success recovering their heirlooms?