I knew this will take a longer time to process so I decided to call directly instead of reaching out to CS by email. Over the phone the representative asked me to wait, he went asking for info and reverted back to me with me sending an email to Accor Plus as the only solution while he should have handled the case.
Not only they are poorly trained but if they go ask for info that it is incorrect this team the CC supervisor is even more poorly trained or incompetent