Velocity Points Not Being Credited despite Providing Evidence of The Transaction

Hi,I'm new on OzBargain and was wondering whether anyone could offer me some advice.

My husband bought three items on eBay (untracked, although cookies are enabled), for which he subsequently tried to claim velocity frequent flyer points (retro).

In the past, when buying on eBay the tracking via the velocity eStore only worked once and claiming the points subsequently by emailing the velocity team a copy of the eBay receipt has never been an issue, however this time (the total amounted to around $2500), they refused the retro claim on the basis that cookies were not enabled.

I do not think this is fair at all, given that I could have used another site such as cashrewards to benefit from my purchases and was wondering whether there was some way to escalate the claim to management?

I feel that the reason they are denying the claims is due to the amount involved. I had some guy from an overseas call centre (India?) contact me about it, which had never happened before. I am only new to velocity but this is making me very disillusioned.

I hope I am posting this correctly. Your assistance would be appreciated.

Thanks :-)