Just had the same happen to me - at first, got a standard reply much like the others further up the thread, but when I politely chased this up, got the following reply:
Dear sofasurfer,
Our process currently in place for claiming missing miles which is outlined on our website needs to be followed and we will be unable to process any such requests via e-mail. We physically need to receive your boarding passes, confirmation/receipt and the completed form before any such requests can be processed.
It may be that some missing miles requests was processed in the past, however, this was done as a courtesy at the time and does not supersede any current processes. Due to an increase in fraudulent activities on Diamond Club accounts, we feel that our process currently in place for claiming missing miles will suffice. If you have submitted a claim using our process listed and want to enquire any further information regarding your claim, please contact us via e-mail and we will liaise with our Administration team on your behalf.
Best regards
R***
Definitely a process obsession going on there
but I take the point re. fraud (and most definitely agree with others' suggestions that they suspend the accounts of the offenders!)
Damn annoying, since it'll be at least 2 weeks before I can get the hard copies to DH...
