"Dear Mr. ****:
Please accept our sincere apologies for the
inconveniences we may have caused you for not
being able to respond until today the e-mail you sent
us regarding our 9,000 Avios promotion.
We are sorry to inform that we have detected
inconsistencies in your bookings; therefore, it is not
possible for us to credit the promotional Avios into
your account. As an exceptional case, you can
request the total refund of your bookings (no extra
charges).
In case you are interested in proceeding with the
cancellation, please indicate us through this via your
ticket number and the Iberia Plus account. The
deadline to request the refund of your reservations is
July 31 2018.
We correctly received your documentation and we
would like to inform you that we have proceeded to
activate your Iberia Plus account *** (firs
account registered) and to generate a new temporary
access PIN code for you to enter into your Iberia Plus
personal profile. You will receive it soon on the e-mail
address associated to your Iberia Plus account.
We are sorry for the inconveniences this may have
caused you.
We hope to continue with your reliability and take
this opportunity to send you our warmest greetings.
Your Iberia Plus Service Center."
.
Any advise?
BTW for all their talk about "inconsistencies" they wrote a completely different account number in the email even though the correct one was in the subject line.