I Opened more than 500 apex packs but no Heirloom Shards

Hi, sorry for my English, I'm writing through a translator. In general, I've been playing Apex since season 0, and when I see this, I'm very sad.
When I knocked out shards on my account, after each opening of an Apex pack, I counted each one, and it turned out that when I opened the 500th pack, I did not get guaranteed shards. I needed to open another 77 to finally get them. I stream your game on Twitch. I understand that I'm not the most popular streamer, but I counted each opened Apex pack and wrote it down. When you say 500 pack = guaranteed shards, but I never got them, only after another 77 openings I got them and this is very bad and I would like to receive compensation for the deception.