Some info from a senior M&M rep on the climate contribution process (referred to as SAF in this post) - will not solve our issues but confirms some of the hypotheses above.

- The SAF transaction details are not visible in their main system (Salesforce) and their references do not match any series the client-facing reps would deal with (incl. other systems).
- After a long (20 minutes) search using the exact time of the SAF transaction, the rep was able to find somewhere with no details (just that "something has occurred in relation to the account").

This strongly suggests the whole SAF thing is indeed something somehow built on the side and not a systemic solution.

- The only thing an eager client-facing rep can do for you after an M&M ticket is created is assigned and assigned to the "mysterious BO queue" is to create a reminder within the same queue (which seems to get no urgency in the same manner as the original request) since there is no way for them to see your SAF transaction.

On a side note, it has been confirmed that the German English speaking SEN line leads to Manila - nothing against those folks, it must be a tough job handling such requests in a generic outsourcing centre, but the best bet to get a seasoned specialist if you are a lowly SEN seems to call one of the smaller M&M lines in EU with reps whose languages do not make a good case for outsourcing.