I had a problem also with regular points being used before banked as well as a few more issues, but it all started a while back with the developer points. For the last few weeks, when I would call I kept getting the explanation of "system problems". However, my account was showing manual adjustments so I knew someone had been "fixing" it, just not doing so correctly. On my fifth call and after much frustration (again), I finally asked the CM why I couldn't simply speak with someone with the authority to make the necessary changes. I was put through to a supervisor that eventually corrected the balances, although the entries are still wrong.
I don't like the fact that some of the info is still wrong (eg, it shows me having - and using - banked points that should show as current points instead). It will only become an issue if I have to cancel a res. I know I should push the issue and have them correct it, but every time they touch my account it gets messed up again. The original problem actually goes back to when I received those developer points and MS made net manual entries instead of reversals and new entries.