You should have called them the minute he signed for it, now they probably gave him his money back again, and you will need to go through a dispute process to reopen the case.... I would have got them on the phone, wrote down the csr's name that I was speaking to, and got them to specifically look into the issue for me.... Hopefully they jump rite on this for you, I would call them now and make sure someone is looking for the email, they work on xmass eve, and probably bored from no one calling because of the holiday...
Happy holidays Adam, pull your pants up, get out from underneath that mistletoe {no one is going to fall for that} and get on the phone with them...