I had a problem with it for a while. I sent an email with the details trying to get it corrected, then a day or so later when I hadn't heard anything, I called. The first CM I talked to really didn't get it. I had to explain it to her multiple times. She kept putting me on hold to go talk to someone else about it, then telling me she couldn't fix it. (I not only had the wrong number of points in my account, I had a lot of points suddenly put into holding because my waitlist had come through and they used the points left in my account up before canceling my reservation for the same dates to get the rest of the points, then dumping the rest of my points into holding.) She kept saying I was going to have to talk to a manager, then leaving and coming back to try to fix it herself.
It took a long time, but we finally got it straight. I probably should have just hung up and called back to try to get a different CM when I realized how confused and clueless she was. So many of the CMs are so smart and helpful, I just happened to get the one and only dud I've dealt with so far. That said, she was nice and was trying to help, she just didn't get it and didn't know how to fix it without repeatedly going to someone else to help.
The day after I made my call, I got an email response to my online request for help saying that they checked my account, and were happy to see I had already gotten it straightened out.