No heirloom in over 500+ pack openings (Level 1908)

Hi team,

I am posting to get support with not receiving any heirloom in over 500 pack openings. I am currently level 1908 // Tier 4, Level 408 and have not received any heirlooms in over 500 openings. I have since bought another 100 Apex Packs to try and get an heirloom but have not received. For reference, I only have two heirlooms on my account and have spent $$$ to buy Apex Packs to receive these. 

How do I  claim the heirloom given the introduction of the guarantee of >1 x heirloom every 500 Apex Packs.  

Thank you