Did you fill out the form?
That’s nothing, recently I returned a set of books from Pennsylvania to Michigan using book rate postage. I was eligible for $250 rebate if they were returned by a certain date. The company moved two miles away and did not update their return form. Watched tracking, books were in the right town for a week with no movement. Finally called the post office and they told me they can not redirect to the new location. I offered to pay for this and was still told no. In their wisdom, rather then delivering the books two extra miles they returned them to me in Pennsylvania.