Thanks to those who provided advice. I had secure messaged them on Jan 11 only to get the same type of reply that I got on the phone (technical error awarding points; wait 8-10 weeks).

Just sent them another long message expressing my disappointment and stress over this; and anger that they are not honoring their own policies!! I added that I've been waiting on the points to book a flight and that it's been months since they've been owed; that back in December a customer rep had promised they would show up on my Jan statement and they didn't; that this is unacceptable, etc.

We'll see if I get a different response this time!