I would be making a phone call as opposed to sending an email, since IME email systems aren't even close to making anything happen.
The reason why I say that is that I had two very different things happen both of which email did not fix. The first was a refund on a ticket, which I followed the direction of the 24 hour guarantee. Two emails and zero success later, I called and it was fixed and refunded within 72 hours.
The second was when I was trying to do a status match this past March. I quite honestly did not realize that the two res systems were being merged and quite the debacle happened over here. Out of sight, out of mind eh? Anyways after a month and a half, I received an email from Customer Care asking if everything went alright with the status match. The problem was UAL never matched me over and I forgot about it as my job changed focus and with it, travel went down for the summer.
But since travel resurfaced, I looked to status match again and I called this time and they had everything taken care of within the hour of me calling them.