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Same thing has happened to me in the past few weeks with 3 redemptions.
Here is what I WAS SOPPOSED TO GET, Vs. what was sent with the same letter your customer recieved. They call it a "substitute".

sent-2006 Topps Turkey Red Chad Greenway auto. got back-2005 finest craig bragg auto.

Sent-06 Turkey Red Willie Reid auto. got back-03 Musa Smith auto.

sent-06 Bowman chrome Henry Sanchez auto. Got back-Mike Lowell auto.

I started to call also, but thought it would be a waste of time. Wow! 3 redemptions within 2 months, and NOT one was the Auto I was to recieve?
 
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