I have this similiar experience lately, I purchased my KUL-SIN-LHR ticket online and before I proceed to the payment page, it is clearly stated that I'm entitled to my 13K miles, therefore I went ahead and book the ticket. Also, as a safety step, I had also written an email to them enquirin about the milleage, to which they replied that I will be getting that 13K miles as the booking class was W. After 3 weeks of my flight, I didn't see any miles being posted on my account.

I then submitted my retroactive milleage claim and to my surprise, they say my fare is not eligible!! I almost flipped when I saw the email and blasted them back with an email together with the attached earlier email which the CSR stated that the miles will be accrued!

A few days later, they say my miles will be posted in my account 6 -8 weeks later. Why can't they post my miles directly? I don't wanna be doing this everytime I fly with them...!