RBC Rewards VISA Consumer Reviews

I have spent many hours going back and forth to different people over the phone to resolve the issue of not being able to sign into my rewards online. "The system is down and only a few people were affected" is what I was told. It is now going on two weeks. I have over 200,000 points and do not know what to do. I had to book a trip for my son to come home and it took over 45 minutes over the phone with their agent. I have been with Royal bank rewards for over 15 years. My question and frustration is why is this taking so long?

I used my points to purchase a product in July. 6 weeks later, I still haven’t received the product but the points have been deducted since the day of purchase. I called the customer service (they responded quickly and the representative was very polite) and said that someone from the RBC Rewards program will call me within the week. No one called back. I called again (this time was a much longer wait and less information was provided by the representative) and I was told that they have returned my points since they couldn’t track the shipment (without informing me). A month and a half of waiting for a product saying that it has been shipped (but apparently they couldn’t track). Said that a representative will follow-up and call but no one did. At least they have good representatives.