And Another Missing Sainsbury's Gift Card

Hi,
I am a new customer with BT and and claimed my gift card on 22 Dec 2014.
So far I have emailed 'contact us' twice to chase this up and despite being provided with  reference numbers in relation to my emails no one ever replies.
I have also tried phoning however get a bit fed up being left on hold.
Can someone chase this up for me.
Confirmation email in relation to claim below.
Thanks
Jim
Dear James,
Thank you for choosing BT and claiming your Sainsbury's Gift Card.
What happens next?
1) We need to check that you are eligible for this offer.
This will involve making sure that your order is both installed and was placed online during the dates specified here. Please note, if you do not meet this criteria, you will not receive a Gift Card.
2) Providing you are eligible, you should receive your Gift Card within 45 days of your broadband installation. We will post the card to your installation address.
Thank you for choosing the UK's most popular broadband provider.
If you have any questions or concerns, you can contact us here.
Happy Shopping! 
The BT.com team

Hi,
I'm trying to reply to an email from customer services re my missing voucher however it has bounced back stating:
Hello,
We’ve received an email reply from you relating to the incident
reference number shown above, however the email address you sent it
from doesn’t match that of the original enquiry.
If you’re a BT customer and wish to reply to an email from us, please
use the email address you originally used. We’re sorry for this
inconvenience, but it’s necessary to protect your privacy.
Regards
I have checked my reply and it was sent from my email address. I can also confirm that my order was placed online. 
Thanks
Jim

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