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RMA issues - missing elite strap

Level 2

Is there a formal way to make a complaint at all? I’ve been talking with support for about 8 weeks now about a missing elite strap replacement which they say their courier has lost. They claim to be investigating the situation but I’m still without a strap and don’t think a breakdown between Meta and their courier is a problem I should need to sit out and wait for them to resolve. Surely a new elite strap can be posted whilst they investigate what has happened? Am I in the wrong here? 
Any guidance gratefully received. Thanks