I reached out to them on Twitter - the first response I got was clearly copy/paste of a standard reply. Whoever answered made no effort to look into it. I reached out again the next day as the points had still not posted. Asked the agent to actually look into it and she found that the points had gone back into another random account - which immediately made me wonder if I had somehow been hacked. She said no, it was an IT glitch, but it took several hours to get it fixed. Once it was fixed, my account page would not fully load either - but once I made another booking, that seemed to kickstart it and now it displays as it should.