Ridiculous customer service

Thank you for your reply.  I did contact the reward center.  I was on hold for almost an hour and was transferred back and forth at least 3 times.  When I spoke to customer service (for about the 4th time) I was told there was nothing they could do because the person who chatted online with me didn't do their job.  I asked to speak to a supervisor.  The customer service rep told me that it was not going to help me because the supervisor couldn't do anything she couldn't do.  However, she did transfer me in the end (after I insisted).  I spoke to Katherine, the supervisor, and she couldn't have been more helpful.  She immediately told me she would fix the issue and did.  I just checked and my reward was mailed yesterday.  I appreciate her help, however, I shouldn't have had to spend over an hour on the phone trying to simply claim a reward that was offered to me.  I wasn't trying to get something additional out of anyone, but I was made to feel as if the situation was my fault.  I don't appreciate that.  Customers shouldn't have to fight for something that the company willingly offered.  Customer service is the key to a company keeping customers, and this was not the way to achieve that.  

I have had to be on the phone with the customer service people one day it was an 86 minutes and today it was over an hour with transfering all over the place and than being told a customer loyalty person would call me back.  This did not happen.  Why is it with all of these different sites Siruis, Direct TV etc that you have to beg and plead to get anything done.  I do think they have you wait so long to just give up.

We could change services and than come back and get the new customer payments.  This is horrible customer service and should not have to happen.