I booked a flight for my sister using my miles on the 17th of November. She was supposed to fly from Accra, Ghana, to London Heathrow yesterday 24th fo December to spend her Christmas in London with family. I received the email with the itinerary and yesterday at around 4pm I rang American Airlines Executive Platinum to get the record locator for BA and the lady gave this 58JYH5.

At 8pm my sister arrived at the Kokota International Airport to check in for her flight and was told that they could not find her reservation. When they found it, she was told it had not been paid for.

I immediately rang AA customer service, when I was told the reservation had been ticketed and there should not be a problem. After about 30 minutes on hold, I was told that the problem had been resolved and she could check in. But again she was told that the reservation had not been paid.

I called AA customer service again, and again I was told that the reservation had been ticketed. I was on hold for over an our, with the customers service lady coming back on the phone from time to time to tell me that her supervisor was trying to resolve the issue. Not at any time I was told what had happened. I asked to speak to the supervisor, but was not transferred to him.
To avoid losing the flight my sister had to buy a return flight at the airport and pay U$1,600 to be able to fly to London last night.
This morning, I get the email below saying that the miles for the flight that did not exist on BA record have been debited to my account.
How is that possible?!

I have been flying with AA for more than 10 years, and last night have felt completely let down by a company that I have been extremely loyal to AA, going out of my way to always fly with them.

I have sent a complaint to their customer service, but after my experience on the phone last night, I am not expecting much.
Has anyone experienced something like that? What is the best way to get a response from AA?