DP: I submitted a secure message to request $300 travel credit for early 2023 travel incidentals but was denied. A week later, I called in and spoke to an agent and they approved it.

FWIW, the overseas agents who answer the phone from the Ritz phone number (855-896-2222) are clueless af. I ended up calling the number on the back of my Freedom card and they were much more helpful.