I had the same situation recently. Took 3 months to get the points back. They also told me about going to the airport and I submitted the feedback form. They kept on not getting it, or asking for more info. And each time I responded, would take a couple weeks for them to reply. I was going to give up and go to DOT, but they finally came through.
If you go this route, be very clear about what you want from them and give them the first 6 and last 4 digits of the card to which you charged the cancellation fee.