I know many of you have experienced frustration when it comes to trying to resolve any failed Top Ups you have experienced. The in game GM's simply do not offer the level of support that should be shown for such an important issue. Also, help desk gets so saturated with claims of every kind that the response time on Top Up issues there is less than I would like.
So, in light of all of this I am going to suggest to anyone experiencing a missing points transaction that you write an email to firstname.lastname@example.org with the date, amount, and (if available) the invoice of the transaction. Please include your role name and server as well, and give a brief description of your issue in the subject header (I.E. Missing Top Up). This email will be checked daily and should help to expedite these issues to a much more reasonable resolution time.
Apologies to anyone who has been given the runaround before on issues like this, and here's to improving this problem.