Had the same type of experience (minus the bonus points) trying to get credit for a missing full fare business class segment on KLM. All segments showed they were flown on the KLM site. 2 posted, the middle one did not. The FB phone agent said we have no way of knowing in the middle one was flown. Really the record clearly says it was and how else would one get from AMS to Africa to catch a connecting flight on KQ that was part of the same ticket? They say use the online form to get credit but the online form is not working. They have no way to check over the phone since FB is a separate entity and they are not KLM/AF employees. I send an e-mail through the online customer service system and get a response back that DL is the handling agent for KLM in North America--even through the ticket was from AMS to NBO--and they will forward the e-mail to yet another department. Finally the points posted--don't know if the e-mail forwarding worked or if they just decided to post the middle of three flights a couple weeks late. Not impressed.