Never really got a good path from FT so here is what I did. First. You should be in total command of the facts.

We fly often to HNL. After making two different itins applied my wife's RPUs to our return flights. Used two September 2012 expire RPUs from my wife's account. One month before our flights decided looking at seat map to pull the RPUs. With regret this was just before the "integration" so decided to give it time before trying to track down with hopes they return on their own. After completing our flights thought they would. Not. The upgrades did clear CPU.

Called the 1k number and selected MP. After about two minute wait MP agent came on. Knew she was very competent. Had that feeling. She needed my wife's MP number and PIN. The PIN was necessary to proceed.

Gave her the day I applied the RPUs and the day they were pulled. She also needed both the record locators (either old or new). I told her specific they were the September 2012 expire RPUs. Feel that was helpful in her knowing I was serious. Told her the upgrades were cleared eventually on a complimentary basis. The agent offered to take care of it. With that I asked if she needed a contact number or e-mail. It seemed like she could take care of it while I waited so offered to stay on the phone. After about 8 minutes she returned stating the RPUs would be returned to my wife's account in 20 minutes. Just checked online and they are there. I almost did not want to hang up with her to resolve additional issues but happy to have such a competent agent.

Since late last year I have been keeping a exact spreadsheet on all our upgrades, when they are applied, if confirmed at application or waitlisted, if they are pulled, when they expire and so forth. In the end I thought all that was very helpful is getting back my wife's RPUs. Good luck.