I'm platinum and have to contact them for about 1 out of every 5-6 stays to post/correct points. The first response usually is within 2-7 days, often just a cut & paste email that may or may not have any relevance to my request. My second/third email has taken anywhere between 2d-4 weeks to get a response, full resolution has taken up to 8 weeks!
You have to be patient - or just let it go. If it's not a lot of points, it's not worth the effort to me...