Update,

So The situation has been resolved after escalating to the [email protected] , funny how one email to the right address is more useful than over 30 CS agents at the elite desk.

To clarify the situation so to help someone else in the future.

Yes the upgrades were of 15k for 2 passengers, the reason I know the names of the passengers is due to the fact that they appear in the online profile statement. I looked before calling to report the suspicious activity in my account. I knew they were traveling from russia to NYC as that is what the CS rep told me when I called in the activity. They were actually in the air at that time.

The fraud department or what ever you want to call it confirmed that it was a human error by the same CS agen that processed my RPU, No hacking or mal intended activity. So the freezing of the account was done as a preventive measure under my consensus. Nobody wants their MP piggy bank to be drained.

End of story. to summarize, only one department can resolve these kinds of issues and it sucks that there is not phone number to call. At the end of the day you have to play the email rulette and wait for them to get to you.

Cheers for the people that actually tried to help rather than infer actions that were never remotely mentioned in my description.