i had it once and they credited me the points right away when i spoke to them (a few years ago)
Thank you. Called them up based on your advise.
Initially the rep wanted to submit a case and asked I follow up in 2 billing cycles. which seemed absurd given that its been over 6 months now.
I requested to escalate to a manager, and I was told that she added the points, so will see as the account doesn't reflect it yet, but that might just be timing.