Don't feel bad. My experience with them on a similar issue is even worse.

Alitalia flight with paper tickets. Miles didn't post for 1 segment out of the 5 on the ticket.

They requested that the original paper tickets and boarding pass stubs be mailed to them. I was not comfortable with this so I made copies and mailed it off.

A few weeks later I called to follow up. They advised that the copies were not sufficient and that I needed to mail the originals.

So I mailed the originals and called again in a few weeks. Response was that "we cannot locate these, can you send them again". How does one send ORIGINALS again?

I guess I have to write off those 2840 miles now.