So, gold and diamond line said they have nothing to do with it, it has to be the retroclaim department to deal with it, since they only deal with SAS flights (!?).

I've sent them all the data and they said they have forwarded the claim to TAP. Apparently, this mess might be caused because our names in the BP don't match to our EB accounts (we have more than just first and last name and when our trips were booked, TA inserted our full name). I've sent a copy of our passports to be verified.