Accumulated discount not released

I requested my AD be released via email on the 3rd march 2015. I called the call centre on the 14th march 2015 to query the value of the AD and realised that the AD has not been released. The request for release of the AD is sent to an employees email address instead of a generic address. This is a risk as employees do move jobs that means there is a good chance that the email will get lost.