Thanks, yes I meet all of the conditions that is why it is particularly puzzling. It’s a good job that I wasn’t hoping to book a flight with 13 hours notice - as I’d have now missed it given how long it is taking to resolve.

Thanks for the tip tip on emailing the team - I did last night, no response yet. Fingers crossed.

If the key benefit isnt offered it does suggest yet another degredation in the benefits Platinum status offers.