Not getting 20-level increase with Duplicate Champion

I have been finding that over the last several weeks that whenever I open a 6-star crystal and receive a duplicate champion, I am getting the rewards BUT not the 20-level increase in their signature ability. Sorry if I am not using the appropriate lingo, but has anyone else experienced this? I have informed Kabam and received an automatic response that my issue has been forwarded on to the appropriate department and to check out the forum for any answers.
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