The best thing to do is contact Member Services at 1-800-843-6232 Monday through Friday 7:30 AM to 8:00 PM and Saturday 8:00 AM to 4:30 PM (CST).
This is not rocket science. They are really helpful and will assist you if your complaints are valid.
Don't blame the club. Humans do make mistakes.
Life Member, Retired WV State Police, Retired SFC US Army. Poca, West Virginia