GL Rey shards missing. Customer support won’t help me

Product: Star Wars: Galaxy of Heroes
Platform:Apple iPhone
What type of device are you experiencing the issue with? iPhone
OS Version 14
Ally Code: (Find it here: http://bit.ly/AllyCode ) 866574148
What type of issue do you have? Missing Rewards
How often does the bug occur? Every time (100%)
Summarize your bug I have completed tier 3 for the GL Rey event and only have 305 out of 330 shards. I can’t replay levels for more shards because the computer thinks I’ve received my shards. Customer support has been arguing with me since the 10th as to if I have received the shards. They claim I have but my screenshot says otherwise. What do I do?
Steps: How can we find the bug ourselves? I have a photo. Or just look at my account and see that my GL Rey is on tier 4 without being opened
Connection Type Wifi
Please select your region North America
Country USA

‌

I finished the 3 tiers it takes to unlock GL Rey and it has shorted me 25 shards so she’s not open and if I replay the level that gives me shards it gives me nothing. So I’m sitting here with 305 out of 330 shards begging customer support to help me and they just keep telling me I received my shards. But I haven’t and have no idea what to do. Can anyone help me? I’m sorry about the quality of the photo. The screenshot I took was too big to post here.