The response was apologetic and conciliatory, took down the facts (details, code, MR #) - -- and promised a call back in 24-48 hrs after "looking into things."
"I want to get you those points if you were told you could get them" - from earlier calls with MR, they said their "phones are ringing off the hook" with these non-matched promised offers blowing up. Lots of unhappy people=better chance to get resolution.