Many games have made a failsafe where if someone does not receive X in Y number of loot boxes, they are garunteed one. You don’t have to tell us the exact number but after opening well over 400 commendation boxes(at least) I have yet to receive a single cosmetic drop.
People do not want to spend 1,000 hours of gameplay just to get something they should have been able to enjoy from early on. I quit playing the game a month ago after giving up on this, was convinced to come back and open the 100 commendation boxes I had saved and sure enough, no cosmetics.
Is this normal? Even if not, how can you justify this? Yes, part of enjoying a game for many is differentiating characters from Vanilla and while RNG should definitely come in to play, we are well past sane excuses for RNG.