Did receive a response from support (after receiving my money) which read, in part: "Thank you for contacting customer support. Please know that we have not taken this concern for granted. This transaction has already been submitted for processing. However, we are currently experiencing some delays, please allow 10 business days for the exchange to be successful. Should you fail to receive this rewards after the said time frame, please let us know so we can escalate it for you."
Just an FYI for those who may not have received payment yet.