I did not receive my guaranteed heirloom

There was a recent issue with pack count. But that only affected a very few players and has been resolved, after a thorough review of the situation, see the below announcement for more details.

Forum announcement

I have spent hundreds at this point for sales and im sure that im well over the 500 limit i was told that it can be an error on their end and to be patient.

Hi ​ ​ ​ ​ ​ Jimsalabimm​ 

Its likely you have made a miscalculation on the Apex pack count, as the granting of shards is guranteed and automatic on the opening of the 500th pack. There's no manual way to check the count atm.

Full info on the free heirloom shards here:

where-are-my-heirloom-shards

I keep a manual count on a note on my phone, currently 209 of the 500.