Mega packs giving me same maxed out characters repeatedly

I was told by help center to get my issue resolved here. I would like to actually speak to someone with my account info and understands my situation. I have been trying to get several characters, characters only available by getting character cards. The last 7-8 times I've bought mega packs I've gotten the same characters over and over again. Characters I have maxed out. So those character shards get sent to shard shop at 1/15th the value of a normal shard. My last few mega packs have given me at least 3-4 Cody and kit fisto shards and actual characters. It's been a complete and total waste of money when I spend money trying to get different characters particularly ones that can only be received by buying mega pack cards and that money getting converted to basically nothing in shard shop. I tried to speak over the phone to customer support but was reduced to discussing personal financial matters openly in a forum. When it comes to hard earned money I think I should be given the right to speak privately with someone who can resolve this issue. So what do I do now? Sit and wait? Frustrated, confused, and wondering what my loyalty to this game has bought me. Hopefully this gets addressed to me personally, I don't know how, but any help is better than none.