Accor website is a mess. It's hard to find how to contact them in their FAQ. But i did it one month ago about missing points : they credited my account for regular points but not the 2 000 bonus points of one of their offers.
I received an acknowledgment of receipt the day of my request (january 5) but I haven't heard from them since.
Do you know if this is usual for Accor to take more than a month to respond to this kind of request ?