The event packs didn’t give me the guaranteed item.

A couple weeks ago I bought 4 apex event packs for the Watson prestige skin were the event said that If you buy 4 event packs you will get a guaranteed legendary event item, however I bought all 4 event packs and I didn’t get any legendary items from the packs, did anyone else get this issue, I also spoke to an EA advisor who told my that they do not have the tools to fix it and I have to wait, however I have waited over 4 weeks and still nothing, this is really frustrating as a used a lot of in game currency for the packs and now I can’t get it back.