Has anyone been able to get customer service via Secure Message to add a new “combine” target?

My Ink card has no targets since the link to my CSR was broken after a card replacement changing the CSR number. In the past I had called them to ask for the new card to be added, and they said they did it and also moved all my points. But as others have also seen, they didn’t actually add the card as a target for me to do my own transfers.

So today I sent them a SM and included a screenshot showing clearly that the Ink account has no transfer targets. I asked them to add my CSR. They replied that they see my CSR as a target. Where?! Is their internal system perhaps showing it, but the bug is that it doesn’t get surfaced in the app or web UI for customers? And they offered to help with moving points (I really want to do that myself).

I followed up with pointing out, again, that the screenshot clearly doesn’t show any transfer targets. Waiting to hear back.