Accor customer support has never been great and, based on other threads in this forum, they are currently in a complete mess due to the botched merger with Fairmont. Account weren't merged properly, mine has been locked for months now, without being able to make reservations or use my points.
I also have a missing bonus points request, but have not received a response for months... so in your case, I wouldn't have high hopes to get those bonus points anytime soon. It has taken 4-6 weeks before this mess started, now it's anybody's guess... don't hold your breath.
I'm looking for contact info of media or investor relations - but they seem to be hiding as well. Anybody have any contacts at Accor Corporate?