Formal Complaint and Escalation Request – Promotion Spins Not Credited

Dear Shell Customer Support Team,

I am writing to formally raise a complaint regarding an unresolved issue with a recent Shell promotion and the lack of follow-up from your customer service team.

Last week, I used my V-Card to purchase fuel on two separate occasions as part of the promotional competition offering spins. Despite meeting the qualifying criteria, I did not receive any spins.

When I contacted Shell customer support by phone, I was incorrectly informed that the competition had already ended, which I later confirmed was not the case. I then sent an email to query this issue, however my concerns were dismissed and I did not receive a meaningful response.

Following this, another customer service agent took my details and advised that the matter would be escalated to a manager. Unfortunately, no one has contacted me since, and I have received no update or resolution.

I am disappointed by both the misinformation provided and the lack of communication thereafter. I would appreciate:

* A proper review of my account and the qualifying transactions * Clarification on why the promotional spins were not credited * A response from a manager or senior representative regarding this matter

Please treat this as a formal escalation. I look forward to your response within a reasonable timeframe.