I'm going through the same thing right now with my SPG...didn't get the first 10k at statement closing, asked about it by SM, and got denied with the reasoning that I've had this product within the past 12 months. Called, the rep seemed clueless and said it would post in 8-10 weeks. Asked for a 10k advance (I'm guessing that SPG advances don't exist, but does the rep know that?) so I can book an award room...he put me on hold...and "advanced" me 3k points. I looked at SPG the next day it was posted as "3k Goodwill from AX".
Now I'm going to sit tight and wait to see what happens without drawing any more attention. I'll post back with my results, however it's going to take some time for me to hit $5k spend.