Not completely true (about 0.5% from the truth)
If Johan replies with a to-the-point/snide e-mail hopefully with the new system a capable supervisor will take over. Solved my year and a half long problem (although I should not discount the possibility that the agent in question called in a supervisor. But not to be mean, if I mention about 5 times that my query is about the online booking bonus whilst explaining twice what it is, I don't expect the agent to continue to think I'm talking about missing flight credits. On the other hand, I did end up with flight credits I mentioned I was NOT due O_o)