This is inaccurate and I apologize for the miscommunication with your support ticket.
As mentioned in the official Known Issues topic pinned to the top of this forum section:
This is the most accurate and up to date information on this issue. Additional updates will be made through the Known Issues topic.
Customer Support will not be able to assist directly with granting lootboxes, so there is no need to open further support tickets about this issue. Thanks all for your patience!