OP, I can understand your frustration. In reality, as you found out, the CSR or a supervisor is not that concerned about what caused the problem if it has been corrected. Maybe you can write to SPG the most relevant part of what you wrote with the reference number for your case and demand 15,000 points, as that's what you deem appropriate compensation, and see what they respond. People here suggested you put things in writing, right? You already described the details of your experience in the first post, so that doesn't require much time from you.