Welcome to Flyertalk and welcome to the BA forum Pointsrun, it is good to see you here and I'm sure you will able to make best use of your status through active participation in this board.

This process used to work quite smoothly up until November 2019 (approximately) and then for some reason something changed. The intent and process is still there, it's just the delivery seems to have gone somewhat awry. This thread gives some examples.
https://www.flyertalk.com/forum/brit...extension.html

Suffice to say, you best wait until the end of the membership month (not the collection year) and then contact again if it hasn't been completed.