I happened to communicate twice with the same lady, and I'm extremely satisfiied with the outcome.
To start with, e-Rewards never before had any customer service - in a prior year I sent them 3 or four emails and got zero response. On one occasion, I went to the trouble of contacting the survey vendor after missing $75 for a tedious 20-pages paper survey.
Not any more ! After they introduced in-line inquiry, I've got credited my points twice within 24 hours from my complain. If this is not a good custmer service for a free online company, what is ?
True, they have some user-unfriendly expiration policies, etc.

But, kudos for investing in the real customer service. Maybe, they are here to stay after all.