I had a similar problem involving Delta and thir partner MCI. MCI offered me 15000 SkyMiles for staying with them (a "retention bonus"). Supposedly they sent this to Delta rpeatedly. Delta said that every time they tried to post it, the MCI liaison refused, saying that I already had received too many bonus miles (13000!). This went on and on, for 5 months, back and forth, including three conference calls, until Delta got tired of it and just posted the 15000 miles on their own.
Bruce