The ladies at the 877 number have been known to offer opinions that are not authoritative. As far as I can tell they do not have access to definitive answers so anything you are told when you call is suspect for merely being their opinion, not hard fact. The process to be followed, is you need to get them to "initiate an investigation." They cannot fix it themselves. They need to submit it to someone else and the fix is not instant. On two occasions where I had non posting miles (accts #3 and #4) they offered to "initiate an investigation". In neither case did they seem to have any personal authority to actually restore the miles, all the could do is offer to have it investigated. The first time the "investigation" took nearly two weeks but the miles posted. The second time the miles posted within 2 days. In both cases the miles were properly posted with no followup beyond me getting them to offer to initiate the "investigation".