Hi everyone. I have found the solution! For anyone who reads this thread in the future, this was how I was able to have my problem resolved:
I had used my partner's CC to purchase points on my account. Your billing details need to match with the original account for it to work. Once I changed to my own CC, after about 24hrs, the transaction went through and I was able to make my award booking. Please see the included screenshot from the points support team which got back to me within 24 hours.