Complaint Review: The Rebate Center

I purchased an item at a store which had a mail-in rebate.  I submitted the rebate and it was accepted in September 2015.  Supposedly the check was sent via mail in late October but I never received it.  The check was supposedly sent to the correct address.  I have not moved nor have I missed any other mail during this time.  I realized today (September 2016) almost a year later that I never received the check.  I called their customer service number as there was no email or any other numbers listed.  I spoke to the first representative (unfortunately I did not get her name) who informed me that the promotion is closed.  I told her that I never received it and she said there was nothing she could do.  I asked to speak to a supervisor.  I was told I could leave a message and someone would get back to me. 

She connected me but it was not to a message but a live person answered.  All she said was hello.  I asked if this was a supervisor, she said she was.  I asked for her name and she said Kelly.  I explained the situation where I had not received the rebate check.  She looked up the account and said she sees I had not deposited the check but said the promotion is closed.  I asked does that mean Cool Master (the product offering the rebate) did not release the money.  She said "No, the check was released".  I said if it was released, can it not be re-sent.  She said "No".  I said does that mean that the money went back to Cool Master and I she take this up with them instead.  She said "I believe so".  I said hold on while I record this (which at that time I began to record). 

I reiterated what she said how the money cannot be re-sent because the manufacturer no longer will honor the check. She said "that is not what I said. It is what I believe but I do not know". I said does Cool Master release funds to the rebate center and then the rebate center use their funds to release the check to me.  Once again, she said she did not know.  I asked to speak to someone who knows.  She said she is the "highest" supervisor and there is nobody else to speak to. I asked for the email to a higher supervisor.  She said there was none.  I asked for her name and badge number.  She said her name was Kelly and employee number 7531. I said I will take this to a higher supervisor and began searching online.  It seems it is a shell company with very LITTLE INFO online.  This is my last recourse.

I understand that it took me a long time to realize I never received the check.  However, if the money is released to the rebate center and then the check is supposedly sent to me but was never received, I believe they have a LEGAL duty to ensure I received the check especially when they have multiple ways of contact (email, physical address, and phone). The rebate center still has MY MONEY and REFUSE to pay.  I believe this is UNETHICAL and ILLEGAL.