Call the 800-number on the back of any of the literature you received. Yes, you have to listen to a long menu before you get to talk to someone, but many of the customer service people are very knowledgeable and helpful. If you don't get satisfaction, hang up and call back, you will get someone else. This happened to a member at my center and it was corrected on her second call. Remember, all WW staff have been through the program and have lost weight, not all staff members are adept in selling or activating the Monthly Pass. Weight Watchers is a great program, however occasionally there are clerical issues.