I recently had to contact them through the United web site. I got a quick automated reply, weeks later when I had not gotten anything more I put in another note that included the original case number and got an automated reply again, again saying a week to 10 days for a proper reply. Two days later I got that proper reply telling my our miles --40,000 of them--that had be taken out of our account for an upgrade that did not clear were back in our account. I used them two days later for some more upgrades that did clear......