I can replicate what you see. This one’s on them
And you should have the status points, as manual adjustment

But
Getting through to someone in CX who will take this up will be difficult
They will go around in infinite loop explaining the original rules, and ignore their mistake

I don‘t imagine CAD will take this up, they’re not customer/passenger facing previously. I don’t think Travel Industry Authority will either, while redemption ticketing is a travel agent activity and must go through AMTSL, the status program cannot be labelled the same way

Edit 6:07AM - you might attempt to involve Customs, as a false trade description is applied https://www.ofca.gov.hk/filemanager/...let.pdf#page=2