sbc and icon buggy account. customer live support does not help

I have been playing this game since it was first released. I work hard and buy packs with money. So far I have made sbc and icon packs with money. A total of 7 but the game is broken. 1. blanc 2. blanc 3. blanc 4. blanc 5. smith 6. smith. Customer service tells me this is luck. I am really upset now. Nobody is helping me. Spending so much money and trying. The result; the same things? This is luck? What kind of luck? Can't anyone check?