I opened a double time warp guarantee pack, however didn’t receive any time warp player at all, how do I go about resolving this

Has anyone else had this issue with the Double time warp guarantee pack, I bought one and did NOT receive a single time warp player from it, even thought it states a guarantee of two.

Support said:

"Alright, I just discussed this with my team and this seems to be something we need to take in consideration, thank you so much for letting us know about this concern, what I will be doing here to help you better is I will be reporting this issue as bug on your behalf so that our game team can investigate and hopefully get this resolved for you."

"I completely understand your frustration, and I want to assure you that my goal is to help you as much as possible.

"However, I want to clarify that as a customer care representative, I don't have the ability to directly fix game-related bugs or grant any in-game items unless it is approved by Game developing team."

On second look, it's this pack specifically: 

Double Time Warp Guarantee

Includes 25 Rare Gold Player Items, rated 84 or higher, with 5 guaranteed to be rated 85 or higher. Also, 2 Time Warp Items guarantees (not including Icons), with 1 Time Warp Item guaranteed to be rated 87 or higher. All items untradeable.

I bought two Time Warp Guarantee Deluxe promo packs and neither gave the two guaranteed Time Warp players noted in the description. I believe one of the two Time Warp players in each pack was supposed to be above 87 rated, too.