I assumed, perhaps incorrectly, that this kind of issue is not really what the folks on the DM line are empowered to handle. I figured I would just get transferred to the DL.com folks or the Skymiles folks only to be told that I should check my email settings, etc etc.

Edit: Also, this matter is far from life or death, so no.. immediacy was not required. But a simple acknowledgment of "sorry for the wait, we are working on this" at some point over the past 3 days would have been nice.