I, too, was nailed once because my wife and I both redeemed points within a day or two of each other. After literally weeks of calling (I was able to get an extension of a person who cared), we finally had all the points released. Their advice: don't redeem within a week of each other if you have the same address. No problems since (over a year). Resolution by email was hopeless - empty promises based on "canned"
responses.