Read exactly what your CS rep said. Again. It is not identical to what you said just now. From what I can tell she is saying your EQMs don't post to your account as RDM (EQMs are not available balance, RDMs are). Your question may have been misunderstood. Also, the terms and conditions say "4-6 weeks". If you got MVP status through normal flying, there may be a lag for the 20k and getting to Gold.