Game didn’t give me heirloom shards

EA is a joke. I pulled heirloom shards and my game loaded into a match when it happened. When I came out the game nope nothing. I contact support and they say to wait 24 hours, only to say we can’t do a single thing. I get that some people will try to take advantage but when your average player who has never reported or asked for anything on apex. My husband saw it and the person we weee playing with heard us go crazy but that’s not evidence. I need a photo even though the game started and I couldn’t get one. I didn’t expect not to get the shards so why would I have captured it. I have spent so much money with ea but never again. You can’t ask for a supervisor. They tell you post on the forums where no one sees or can help. It’s disgusting. Going from a super excited pumped experience to this is so sad. This is why they are doing so bad. They only care about money and not their community. They give things out for free to streamers and YouTubers and yet your average person can’t even get what they already had. Not freebies.