I'm one of those who can't even make requests by chat but is supposed to call a specialist by phone. I used the SM work-around when I received my last card to request the 15K bonus miles on Jan 7. The message I sent showed up in my conversation list on the normal SM page but it never got a response. My first cycle closed at midnight and the online statement shows 78K miles (60K orig bonus, 15K req'd bonus, 3K spend.) I never got a letter, email, call or SM about this request.