Absolutely. Lots. In this case I strongly believe that they did in fact send an email. I don’t know if there was a mistype or something or why else you didn’t get it. There could be a number of reasons. I have seen many in my day because in the past I worked in Customer Service for multiple fortune 500 companies, including with training roles, etc.
I can’t speak for how Wyze handles these situations since I don’t work for Wyze and don’t have insight into their policies or system capabilities related to their store credit and partners they leverage, etc. But in my time working for other companies, I have seen many cases like yours where we absolutely sent someone an email 100% (sometimes I PERSONALLY sent it myself for sure) and for some reason the customer didn’t get it. This can be for multiple reasons…and I mean a lot of reasons, but the problem for us was that at least a percentage of people would simply lie about it, particularly when it comes to returns, refunds, or gift cards. In the case of something like gift cards, they would claim they never got it, then once they get a new one, they would use both of them, or sell one of them to someone else so that person potentially gets in trouble for the fraud theft if it is being tracked. Lots of people try to process fake returns of equipment by filling boxes with other stuff. Amazon has this issue constantly, but so does every other company right now.
Fraud is a huge epidemic right now. And the sad thing is that it’s absolutely impossible for a company to know which customer is telling the truth vs which one is lying. All they know for sure is that they sent it. Some customers get it and lie about it and some customers truly don’t get it for some reason. They only know that it was for sure sent out. So now they are faced with a conundrum of how to handle it when it’s impossible to know if the customer honestly can’t find it or is trying to trick people.
You would think that there are simple ways to resolve this. For example, the company should have a system in place to check the balance of the gift card they sent out, and then if it is still unused, they can simply void the gift card and reissue a new one and they don’t lose anything because the old one can never be used now. However, if it was already used, then they can tentatively assume the user received the card and is likely one of the ones trying to commit fraud, and maybe even ban their account or something.
Some companies have implemented stuff like this, but it ends up being a little more complicated than this. For example, if an employee can look up the number of a gift card sent to customer, sometimes the employees write down the giftcard number and use it themselves anonymously online or sell it to someone else to do so before the customer can use it, and then it’s hard to know if it was the customer who did it or an employee or some other explanation. So they can instead encode it in a way that employees don’t have access, but to make a long story short, there are challenges with every option.
Basically, they sent an email with the code, I am fairly confident this is the case. You didn’t get it. Now they’re likely faced with the problem of what to do about it now. I don’t know what their technical options are with their store credit partners or other things since I don’t work for them, but having worked for several companies in this type of situation, I know it can be more complicated than most customers think. I believe this is why it is taking so long, and why I am being fairly patient about it, but still persistent. I wish it was more simple, but having been through this on both sides, I know it is complicated. On the one hand, honest customers, presumably like yourself as I am assuming and why I am advocating for you, still need to be taken care of in the way promised. On the other hand, a company can’t bankrupt themselves by letting everyone commit unfettered fraud against them either. Hopefully the situation can just be escalated up to someone higher up with limited access to void the previous transaction and maybe do something like call you directly and manually speak the code to you to write down so there is 100% confirmation you received it. Something like that. IDK, but something like that is what I’d personally try to do in this situation.
Sorry you’re going through this. I mostly blame all the bad actors who lie and pull this stuff so often that it becomes a headache for the honest ones. And again, I don’t work for Wyze and I don’t know the insides of all their policies or options in these situations. I am somewhat guessing at a lot of these things based solely on my previous experience of handling them myself for other companies in the past. But if I was in your shoes, I would want someone to help make sure things get verified, so I am doing my best to help where I can. I do know someone is absolutely looking into the situation, but since I don’t work for them, I don’t know all the details other than being reassured it’s not being ignored…they just have procedures that need to be followed to resolve it, because my understanding is that they did confirm the email was indeed sent. For whatever reason, you can’t find it/didn’t get it. So now they have to take new measures to resolve that and it can be tricky depending on different variables.
But I absolutely don’t blame you being frustrated. I would be extremely frustrated too in your position. This is why I’m doing what I can for you. Sorry I am a little limited considering I am not an employee myself, but I do have a little credibility and some access to communicate with some employees.
Anyway, hopefully the above gives you an idea of what I believe has made this take longer than normal. From their perspective, they confirmed the email was definitely sent out (they did check) and they aren’t sure why you didn’t get it. That’s the starting point we’re at, but the fact is that you still need it, for whatever reason you didn’t get it. So now I assume they have to figure out what to do from here. They confirmed that they acted in good faith, but now you’re still left with things unresolved.
Sorry it took so long. There were some unrelated extenuating circumstances that caused it to take a little longer than normal, but I have been continually following up until I was sure it finally got where we needed it to. Please let me know when you know so I can get some closure on my efforts. 
