They do, eventually; if Numi is correct (and I suspect he is), Agent P will finally be available in gold crates seven months after being introduced. Which, yes, I do think it’s a ridiculous amount of time; I’d really like to see heroes being freely available three or four months after being introduced, which still gives whales plenty of time to enjoy their exclusivity.
According to the 4.1 Patch Notes, Randall was moved to the Guild War shop at the beginning of July 2022; according to the October 2022 Shop Refresh, he was moved out of the Guild War shop at the beginning of October 2022 and into Chapter 60 of the Elite Campaign. Since you were working on him at the time, I’m surprised you didn’t complain about him being moved around on server 16 14 in ways contrary to what was being listed in the patch notes.
I wasn’t able to confirm where Randall was prior to being moved to the Guild War shop, but I also didn’t see any complaints under any Patch Notes or Shop Refresh about him not being available or being tied up in special events for more than 8 months, so I’m not sure what’s going on there.