Two identical TOTW 82+ packs, same order: support confirmed bug, then denied it

On 2 November at 11 PM CET I opened two TOTW 82+ packs with 100 Champions Tokens. Both packs had exactly the same players, in the same positions and order.

In chat, one advisor told me this was a known issue reported by other players. The next day, on the same case, another advisor told me it is “working as intended” and that there is “no specialized team available” to check it.

Two contradictory answers on the same case, and no log check. I’m asking a community manager to review the opening logs and escalate.

Case number: #258136130. Platform: xbox series x