Mut ranked rewards

This photo below shows a conversation I had with an agent and explains this all in further detail. My ranked rewards are completely messed up. This is unacceptable and I’ve been unable to get any actual help.  I went to play ranked this morning hopping my champion rewards would be there and they weren’t. I played a game and lost unfortunately and then I leave then it acts like my rewards are there??!!! Even tho I played on the day and time it was supposed to be the next session. It then brought me down. To hero even though it should’ve counted the loss for the next ranked session not the one I hit champion in. It’s insane. And no one has helped me.