I pre-paid a stay of 4 nights for the Shelbourne in Dublin about 2 months in advance of my stay. During my stay I did not charge anything to the room.

Fast forward and my nights and points have not posted. I reached out to Bonvoy (via Twitter) and they first told me that I just need to submit a missing stay report. But since I did not have any charges to the room the hotel did not provide me a folio. I just have the AMEX receipt from the pre-payment. Without a folio I can not report a missing stay. I asked Bonvoy about this and they then said that the pre-payment was not eligible for nights / points since I used a credit card that was not on my profile. What??

I reached out to the hotel directly and they say they have posted the nights and points. That was 2 weeks ago. They are not showing up. They said there is nothing they can do and I have to contact Bonvoy or Ambassador. Ambassador could not make a cup of instant coffee and they absolutely don't understand what I am asking. They just keep saying I have to wait 10 business days for the points to post. Its been a month. Bonvoy says I am due no points.

Thoughts? Ideas?