4 or 5 calls (each about 15 minutes long) so far, no help, other than a promise that someone will get back to me, by phone or email, and of course no one has.

The UK team and the Call centre team (I suspect somewhere on the sub continent) can't help, and have to pass it on to the rewards team, I beleive in DXB. It is they according to the last agent I spoke to who are not doing anything.

That doesn't easy my embarrasment.