points not accepted

ticket #[8002096742]} told to contact alex and to relate this number to explain situation. points came from 12pk of diet coke they r P9P9X0XH7XNBVL. i do not have carton,i tear off the points and throw box away after tearing up and i get several 12 pks at a time so even if i could find the pks i wouldn't know which is which.this problem has happened befor with bottle cap points not being accepted but this is the first time with 12pks. is it going to happen to case points next?and another thing, i redeemed points for the wireless headphones. does anyone quality check these prizes?mine is junk, nobody would buy these and if bought at a regular store would immediately return them.u dont have much to choose from to begin with and then to pawn something like this on yuor customers is shameful. dont tell me to send them back. box tore up and i wouldn't spend a dime on sending or even going to the mail for this junk. i just find it hard to believe that a co as big and successful as u would treat us, your obvious regular customers this way. i mean dollar stores have better quality. i knew by how many points it took over 1200 it was over priced and that other than mags, little choice selection, now my points aren't being accepted. i'm a mute and have no way of speaking directly on the phone and this system is woefully lacking as well as the virtual agent so maybe u can arrange direct chat with real people when real problems occur.