I'd expect (or want, since expecting anything from AC/AP's IT is a bit optimistic) that they'd say, "Since your request is one on which our validation process failed, we are posting the points you requested. Please be aware that if the validation process later identifies that the points were not earned, we will remove them from your account."

Of course I'd make the last part a bit smoother, but essentially I'd say, "you say we owe you x points, we can't figure it out, we'll take your word for it for now".

=aw