Missing content from guaranteed pack

Hi Community,

I purchased the “Double Time Warp Guaranteed” store pack on 4th January 2026 using FC Points. The pack advertised “Double Time Warp Guaranteed (100%)”, but upon opening, no guaranteed Time Warp items were delivered.

I have already opened three support cases (#X, #Y, #Z), but all were closed without escalation. The agents incorrectly stated that the pack is probability-based, which is not accurate, as the pack clearly guarantees the items.

I am requesting escalation to a specialist or supervisor team to have the guaranteed items granted or receive equivalent compensation.

Has anyone else experienced this issue? I would appreciate advice on how to ensure EA resolves this properly.