Hawaii-based Airlines - Call HA Miles or BofA Visa for sign-on bonus problem?

My mom and dad *each* applied for the BofA Hawaiian Air affiliated credit card individually during the 20k signup bonus promotion. Each were prior members of Hawaiian Air's mileage program. They supplied their membership numbers with each application and had the verification of the 20k mile "bonus" for sign-up.

Both were approved. Both received cards in the mail. Both put charges on the card. Both paid off those charges.

Mom's Hawaiian Miles account received the 20k mile credit. Dad's did not; he received *no* sign-up bonus at all.

Since my mom is going to have to be the one to call on this, can you help me help her by giving me a clue as to which she should contact first--the 800 number for Bank of America's Hawaiian Air Visa accounts *or* the 800 number for the HA miles program? She's in her mid-70s and still has many things she wants to do in the years remaining--spending un-needed hold time on the "wrong" phone system would not be one of those. ;)

(I posted this to the existing "20k mile credit for sign-up" thread, but had no responses for the past few days. I apologize for starting a new thread, but I thought perhaps no one had seen it since it was an older thread and this issue is slightly different.)

Thanks for any guidance!

My suggestion is start with BofA.

I (and numerous others if I recall correctly) had something similar happen a couple of years back when they first started the 20K sign-up bonus: I only received 15K of the bonus after first charges were made and paid. Called BofA about it and they said they would make sure the other 5K were added to my HA account, which did happen quickly. I would second that you should try them (BofA) first.