How to file a complaint (Arena Direct issue)

Hi Magicers!

Like some of you, I participated in the Arena Direct challenge and won. On the 14th of december I was told:

Your order is estimated to ship: immediately. Please allow up to three weeks for fulfillment operations to complete.

Unfortunately, I have since then receiverd no prizes and haven't even gotten a shipment confirmation. I know I'm not alone in this; I read multiple threads about it.

Customer service doesn't acknowledge my question. They say the have no information on the event and point to a FAQ that provides no information on the issue either. I told them I'd like to escalate issue to a department or person who either has information or authority to adress it (such as the Chief Customer Officer, or someone from Legal or Compliance). They simply haven't responded (even after a follow up I sent them).

So my main question is this: does anyone know ho to get my complaint adressed, without having to go through customer service? Surely, not providing prizes after an event cannot be legal... And I find it odd to say the least that a company can just refuse to acknowledge an issue.