Heirloom Shards disappeared

So i didn't receive any help or answer in my another post, so i will make it again.

I received the heirloom shards last Saturday (08-05-2021) and kept it saved to buy the pathfinder's heirloom today, Monday(10-05) i checked and the 150 shards was there, and today it disappeared, from my account!! please HELP ME!!

I talked with EA support and they're saying that can't give me my 150 shards back because it's a server error, but how can be a server error (for giving me the shards) if the shards stayed in my account for 2 and a half of days, then during the week it disappeared? i think the right Error occurred during the week when my shards got out of my account.... please someone help me!!!!  

i've made a clip that i send to my friends saturday, the moment i received the shards (larger than forum allows me, so i'm going to put it on youtube and leave here the link), and i'm going to let here a print of my Heirloom Shards now (15/05)

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New upload, with full audio and full clip (01:35s) ---> https://www.youtube.com/watch?v=0I3jYP9bPe4  

I tried my best to open the video but he also stretched a little bit, i put in the comments the Time Stamps for the translation of what i'm talking with my friend during the opening of the pack

you also can see that my name is in the Discord account and my youtube's channel pic is in the upper right corner of the Chrome. you can match it with the pic in my channel video . 

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Link of the old clip in the yt :  --- >  https://www.youtube.com/watch?v=8tmTDKtU2u0