I recently had a bad experience on both legs of my a flight to Anchorage. I submitted a complaint on Aug 9 online requesting a refund of my miles. I received a automated response on Aug 15 that "We are pleased to inform you that your request for a refund has been approved and was processed today." The email had a link to check the status of the refund which said refund amount 5. It was unclear to me if they were refunding my miles. I sent a message asking for clarification on Aug 16, and have yet to receive any human response. The fact that after 15 days, I have yet to receive a human response is ridiculous. Has anyone had success writing to senior management with unresolved complaints? Any recommendations?