Can't access membership rewards benefits.

Like many people here I can't access my membership rewards benefits. I get the message "Sorry, you’re not eligible to redeem benefits." I am the primary user (I have no other users). I am eligible. I receive emails telling me I am a platinum member. Two customer service agents on chat have assured me that I am eligible for benefits and that it will be fixed in a week. One month has passed, and one week has passed, it is not fixed.