Update on my situation, I placed 3 chat requests for help and each time was told that I would receive an email "by the end of the day". That never happened. I emailed separately numerous times without any response. Finally did the chat option again and explained the issue as well as my issue with getting a response. Later got an email from Gustavo (same name from the chat) who confirmed that my membership ended on Dec 3rd. I tried to explain that if my membership started on Feb 6th and I have been extending "a full calendar month" every month since that time then its not possible for my membership to end on the 3rd of the month. He told me that "every month has a different number of days". I again explained my reasoning that 1) all my prior extensions were to the 6th of the following month and 2) that, by definition, that was not a "full calendar month". Ask to explain the reasoning and why every other month this year was treated differently. No response.
Finally called in today. Tried to speak to a representative named Daniel and explain the situation. As I was starting to explain the issue the call mysteriously dropped. Called back and got a representative named Eric. Explained the situation and he put me on hold to investigate. He recommended that I renew my membership today on my credit card to get my bike angels points back. I tried to clarify the situation again and, again, the call "dropped" mid sentence. At this point I suspect that I am being hung up on so call again and ask the representative, Sarah, to speak to a supervisor. I told her that I know its not her fault but I've been, seemingly, hung up on twice already. I get transferred to Chris who confirmed that my membership started Feb 6th and was supposed to be for 2 months (through the healthcare worker membership) and that he last saw it extended to July 6th. He noted that this was more than 60 days. I agreed but stated that there was nothing in the terms and conditions that prevent someone on the healthcare worker membership from extending through the bike angels rewards programs.
He told me that it would have to be escalated to "management" and that I should hear something back in the next 48 hours. We will see.
I will preface this by saying that I am not a hothead on the phone. I used to work in retail and know how customers can be and know that my issue isn't with the person I am speaking to directly. I've not yelled or said anything that would warrant this level of poor customer service. Particularly when you consider that my only request is to reinstate my membership for the 3 days I lost so that I can continue to redistribute bikes for you guys. Lol.
