My experience with UR mall has been really great. ANY time points don't show up as I expect them to they immediately add them. The secure message way usually takes longer, although with Freedom they claim a 4hr turnaround which is usually the case. i find the phone numbers work very fast. One time they ended up crediting me 7,000 miles just because I said they owed me (they did.). No hoops to jump through at all.

Side note: The sapphire preffered customer service is WAY faster. The emails are within 30 mins and there are NO prompts when you call. Someone live after the phone ringing. It's great. (freedom usually there is a wait and some prompts to get through).

If you have both cards you can call through the sapphire number and they will also help freedom.