It is not only LL, FCL are horribly bad also. Wait times are horrendous for the dial up and email always gives an automated response straight away and in most instances never come back unless you follow up
You have to be very vigilant on remembering what is outstanding and for say 2k FB points I'm almost certain Flybuys banks on the fact a lot of people forget. I'm certain I've got a few I've lost as it is so time consuming.
Further, their (in my opinion either deceptive or conveniently operational - probably the same thing) tactics now are to prolong the fatigue factor and ask for far more than is needed. i.e They ask for pdf of receipt, DOB which they have on their system when already provided FB number, details of purchase and we start the cycle all over again (10 business days blah...)
And now their latest tactic is when they do reply after a number of follow ups abrogating to another department (with another 10 business days blah)....who then never reply and further follow ups required.
@flybuys, I've said it many times, your service is either very good or horribly bad, ebbing towards the latter now.
My advice to anybody expecting FB points by deliberately chasing promotions is to keep a record of purchase and follow ups.