Alcon Choice Alcon, Novartis, Rebate red tape Fort Worth Texas

My rebate reference #20978404 was declined on 9/4/18 when an Alcon representative mistakenly read the statement date and deemed it 90 days past exam date. The actual purchase date of the lenses was listed and circled below on said statement and was within the required 90 days. I picked up my lens purchase on said statement date and my Dr said that's why the date was different but he did verify the purchase was within 90 days. (I submitted supplemental statement showing confirmation of this.) My case went to escalation on 9/5/18, I emailed a followup on 10/5/18 and was told it would be 5-10 business days since the escalation (which was way past due). In the past I haven't had a problem with contact lens rebates but from googling Alcon Choice rebates I'm seeing lots of unhappy customers having similar issues were correct and complete rebates are denied.