IT snafu..

I had a recent flight drop in price and so I re-fared it, but the booking engine stalled when I committed the change. I did receive an oddly formatted text-based email and I could not access the PNR from the website or app; additionally, the $40 fare credit was not deposited into my wallet.. so, I called in. Reservations said the ticket was fine and they tinkered with it on the back-end. I was able to access the ticket a few hours later, but the credit didn't arrive. Res said they could only generate a credit certificate and 'it's usually instant but it may take up to 7 days'; OK, I've experienced that. It didn't arrive that afternoon, so I made a reminder for +7 business days; surprise, it didn't arrive. I called in and their response was, "Oh, it looks like we never sent it to you." They were able to send a new one instantly. ¯\_(ツ)_/¯