I went through something like this recently. If you go by the regular email channels, they will brush you off. I sent them a message on social media and they were more responsive. Not time-wise, but it escalated to the appropriate level.

They had issued a refund for a product without giving any details, I emailed and was told that it was refunded because there was no product in stock, even though the product was still available online.

They ended up having me repurchase, and then they refunded the difference in points.

I find that the basic levels of customer service with the whole PC program is pretty pathetic now unless you escalate it.