I have been robbed of Gold status by a glitchy VS system and clueless agents. Or have I ???

While the reduced tier points promotion was going on, I made 800 tier points in a span of a few weeks by taking 4 long haul upper class flights. Note, I had just started my account a month before the first flight so there is no way my Tier Year ended in between flights. I should have made Gold with 800 points (because promotion) yet I was never upgraded. First of all I had endless log-in problems that I kept complaining about and there was no resolution. (I had to keep resetting passwords to log in). Every time I logged on it showed me as Silver.

Am I missing something? As I understand it a total of 400 tier points gets you Silver and 800 gets you Gold. Or do my tier points reset to 0 after hitting Silver and then I need 800 MORE points for Gold. What sense would that make?