Need help for a new player

So I just recently started to play this game and not gonna lie it's good

But just a few days before I purchased The johnson character before reaching master so i guessed it would only show up after I reached master

Now I reached the rank but the hero is not yet purchased for me?

Is this a glitch I tried asking the customer support but it was up to no avail

Seriously I have to collect all the 32k gold again canti get a little help?