Starbucks birthday reward

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I haven't got my birthday drink reward since last year, so I decided to send them an email to ask them why.
Below is the response I got from them:

Thank you for contacting Starbucks Coffee Company. I just finished reading your email and appreciate you taking the time to share your concerns with us. I'm sorry that you have not received your Birthday Reward. I know how disappointing this can be. =10pt=10ptIn order to best assist you, we would like the opportunity to speak with you over the phone.=10pt =10pt=10ptPlease call our customer contact center and have reference # xxxxxxxx Handy to provide to our representative.  Our contact center can be reached at 877-309-3180 Monday-Friday 5am-8pm, as well as Saturday-Sunday 6am-4pm (PST).=10pt =10pt=10ptI apologize for any inconvenience this may cause you. Thank you for your loyalty and hope you have a great day.

Do they really can resolve this over the phone before I waste time to call and wait for a rep?
I am sure why they just can't fix this over the email.
Maybe I should just switch to Peet's coffee from now on.

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You checked for your offer in the app?

Took longer to post this than to call.

If you haven't made a purchase in some substantial period, I believe a year, they don't provide the birthday reward. That may account for the underlying problem.

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