I am submitting a formal appeal regarding the abnormal Heirloom Shards guarantee mechanism for my account (EAID: qaqyigechuichui | In-Game ID: 报一丝哈，是我把太君引过来的). According to official rules, players are guaranteed to receive **Heirloom Shards** after opening 500 Apex Packs. However, my account has not received any shards despite opening packs far exceeding the threshold. Detailed records are as follows:
### 📦 **Apex Packs Opening Summary**
| **Source** | **Quantity** | **Calculation Basis** |
|-------------------------------------|--------------|---------------------------------------------------------|
| Leveling Rewards (Lv.1-500) | 199 | Official level reward system |
| Leveling Rewards (Lv.501-1000) | 115 | Official level reward system |
| Direct Purchase (Paid) | 100 | Verifiable in account purchase history |
| Battle Pass Rewards (Seasons 22-25) | 112 | 4 seasons × 28 packs/season (full Battle Pass rewards) |
| Battle Pass Rewards (Seasons 16-21) | ≈60 | Conservative estimate (actual likely higher) |
| Event Rewards (Various) | ≥100 | Conservative cumulative (partially traceable via logs) |
| **TOTAL** | **≥586** | **Exceeds 500-guarantee threshold** |
I have completed all the activities from the 16th season to the 25th season, so the conservative estimate is 586 packages, but actually there will be more.
### ⚠️ **Abnormal Conditions**
1. **Current account level: 1179** – Total packs opened (**≥586**) far exceed the 500-pack guarantee.
2. **Both existing Heirlooms were obtained outside the guarantee mechanism**:
- Acquired via Collection Event direct purchase (*non-pack method*).
- Gifted by a friend (*not from account-opening actions*).
3. **Never received Heirloom Shards through the 500-pack guarantee mechanism**.
