The best way to improve your site is for your customer service to actually respond to people.
I have sent multiple e-mails about a rejected payment and no redeem button. I get a canned response saying customer service will contact me in 1 to 2 days. It's been over a month with no response at all.
As a new user I am really starting to question your credibility.
We are sorry to hear about your negative experience and will investigate your account to see what is causing this issue.
Kelli D commented