Well, don't give up. I called 3 times and they were more than friendly checking for me each time. I even went a little overboard having them check my name, my wife, my two sisters and my parents. Sure glad we did as PIN was found for my mothers name, supposedly emailed to her which she had never seen.
What a tremendous gift. Free dining for 5 people in two rooms over Christmas Week (Dec 22-31). So my advice will be to keep calling. Good Luck!!!
P.S. - little trick I've learned with customer service phone agents is when they pick up and greet you, pay attention to what their name is, and then politely greet them back using their name. It seems to make the conversation more personal for them. I hear the tone in many of their voices change instantly. And if I don't get a friendly person, I hang up and call back until I get one