Hey there, if you haven’t already done so please take a look at this. I’ve been documented this bug for months now and we’re not the only ones affected.
https://us.forums.blizzard.com/en/overwatch/t/skins-missing-or-becoming-locked/1566
Click to expand quote link detailing the bug
At the moment, we don’t have a single bit of help unfortunately so I am sorry for that. If you have any questions just feel free to ask.