I had the same issue. I had included my newly created and confirmed user name on the form. I called and 30 minutes of debate after first being told by the support person and her supervisor that I would have to send in proof of my account creation (neither the form, nor the letter requested any proof, just the user name), a second supervisor finally admitted they had just entered my user name incorrectly into their system. She confirmed it was their fault and that my printing on the form was easy to read correctly and swore she had now re-filed my rebate request. Time will tell....