I suggest checking your e-mail address in your account settings.
http://www.chess.com/home/edit_profile.html
I frequently request bulk pgns, and have never had one undelivered.
Resolved: Bulk download of games in pgn format
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I can dowload individual games just fine. But the feature of doing multi-selects from my game archive and then download in pgn is never delivered. It would be great if I could have them sent automatically or saved locally automatically.
Thanks, Calc