Does this make sense or is it just me?

My wife was a silver elite last year, but was missing miles from a flight on Dec 31 to requalify for this year, after writing to NW on 22nd Feb and calling the following week, they posted the miles on 9th March and reinstated the SE status.
On March 2nd my wife flew from PHX to EDI these miles have posted but no SE bonus, we called NW and they say that is our responsibility to ensure that miles post and that from 1st March to 9th March she had reverted to base status.
So now we are penalised for a NW mistake!!

I guess some more letters are needed, just wondered what others thought.