I just did the same thing with NW. I got the same "canned" response from the CS agent I spoke with, but she politely gave me the fax number so I could plead my case in writing. This was last Friday, and of course I have not heard back yet, but she did indicate that this is a good time of year to be requesting such things, as after the first of the year is usually fiiled with previous Elite's pleading because they did not make the level they expected.