Goto http://www.symantecrebates.com
Forget WebChat, it's useless.
Click the Contact Us link, scroll to bottom to get toll free phone number, currently
1-866-206-8800
Call, choose the option that says it has been 2 weeks since you sent it.
Once you track your rebate, it will tell you the problem and how to send updated info to fix it by fax or mail.
I had a bogus Invalid Purchase Location error, so I faxed the receipt and the status was updated to Valid the next day.