Missing Heirloom

I just bought some packs today and I was guaranteed a heirloom because I bought OVER 500 Packs in Apex Legends yet not a single heirloom and I have hundreds and even thousands o f hours in this game and yet no heirloom when I put all my money into the game. It is now becoming a lie that 500 Apex packs does not actually give you a grantee heirloom.