My wife has a points-based rewards card with a significant point balance. Recently she tried to cash her points (for around $200), requesting a paper check be sent to her mailing address. After 3 weeks of checking the reward status online and watching the mailbox, the check did not arrive.
I called the issuer's rewards office on her behalf, and they said the check had been sent right after my wife submitted the request. They recommended that we wait one more week, which we did, but there was still no check. On calling again, the company said they would cancel the original check and post a new one, and they again recommended waiting 3 weeks. That period has also now passed, and no check has arrived.
The toll-free number is the only contact the rewards department provides -- no email, no postal address. My wife wants to file a complaint. How can we do that?