For your own sanity, I'd recommend just moving on. Iberia Avios is a dumpster fire with horrid customer service. Lucky for you it's only 11K. I chased them for the better part of 6 months to refund 85,000 Avios on Mrs. SFO777's LAX-MAD-LAX RT that IB cancelled. Once the Avios finally showed up in her account, we transferred them to BA and zero'd our our Iberia accounts.