Sorry to hear you had to go through the same rigmarole again, but it doesn't surprise me, and neither does the response you initially received when you called.
When I had to call to follow up the email I sent, after no reply for nearly two weeks, the CSO (who was GREAT, by the way) told me there were notes on the system from whoever had dealt with the query saying that I wasn't entitled to the missing SCs, so if I hadn't followed up, it would not have progressed any further. It wasn't until she escalated it up the chain that I received the SCs - I was also relieved that she actually listened to my full explanation without trying to talk over me or give me the standard "not eligible" line.
Surely VFF must have had enough of these queries by now to know the system is issuing the wrong SCs for these flights and there should be something in their "playbook" to advise the CSOs what to do in this situation, but it appears not, as the answer is always the same - "Y flight, so not eligible". Or do enough people not check to see whether they've been issued the correct SCs, so VFF just keep getting away with it?
