Friend's redeemed store credit doesn't get added to account (Microsoft Rewards)

A friend of mine from Texas has been trying for a while to redeem points from the Microsoft Rewards program for store credit, mainly to buy a game she really wants to play, but she never gets the credit. She gets confirmation mail regarding the store credit, but she was never able to redeem the store credit.

No code, no additional dollars added to her account, nothing. I never had this issue before, but I suppose it's simply because I'm from another country where the rewards program still allows you to redeem store credit through codes.

In Texas, if I read it correctly, the store credit is supposed to be added to the account almost instantly, but it seems like the store credit is still pending. It doesn't help that it has to be spent in 3 months' time, and she had been attempting to redeem the store credit for so long that a lot of it may already be expired before she even properly receives it.

She tried contacting support, but got little to nothing out of it. I'd like to get in touch with someone and see if this issue can be resolved. She is having it rough and I just can't stand there and be unable to help her.

Can anyone help her (or perhaps us) out? I'd really appreciate it.