Well I think that mileage problems have little to do with 911. In fact, maybe someone can find out why the same terrorist group attacked the WTC in 1993 (with only 40% of the required explosives to take down the towers from the bottom). There is a long history here that is beyond the scope (and relevance) of this thread ....

Honestly, I think that customer service in the US, almost across the board, has been degrading over the last 10 years. The "customer is always right" is a long extinct phrase. Undoubtedly, this is fueled in part by customers who try to find loopholes to screw the company, but it is mainly due to cost cutting. As far as I am concerned, I do not prefer to deal with any company that cannot resolve issues with a human being. I would rather pay more and have good service, but maybe I am in the minority. It is a more pleasant experience than having to constantly fight with people who could care less if your business came or left.

As to points.com, I have never dealt with them, it seemed that their conversion rates and/or fees seemed to be a raw deal. Kind of like CO's regular "transfer miles from one account to another" - and pay as much in cash as the miles are worth (to me).

I think that MM's website is a good idea. The points (no pun intended) on the website are accurate. Sometimes I do get tired of calling numerous times asking for points to be posted and waiting it out. As much as I hate to waste time calling again and again, I think some of these companies figure that you will give up before they do. Probably the best solution is to stop dealing with a partner who does not fulfill the request without a fight - and let them know it and post it here on FT.