mrakant:
I am not sure how you complained, but what I would do is to speak to a PPS coordinator in your area about your problems. Take note of her name and call her back if she does not follow up to you. Don't get me wrong - I don't think you should have to do this. But there is definitely something wrong about the way they handle things like cards, gifts, etc. I just realized that I have not received my last requalification gift. My brother in law has previously never received his Elite Silver cards despite having requalified once and have requested card twice.

glennkil:
If you have names of the persons involved, you can try sending your complaints through SQ website. They have been quite responsive so far.
As far as I remember, we can waitlist on redemptions on SQ flights, or have things changed?