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Hi, thank you for contacting JustAnswer.com. My name is Russell. I will do my best to provide the right answer to your question.
The case where a company has disappointed, and one must pursue some complaint, has a standard first approach: contacting Customer Support for the company involved.
Please tell me what company is involved, and I will cite Customer Support contact info for your use, and also advise you on the way to address your complaint so that it has a maximum chance of success.