That promo was from Southwest. This particular one was the 3rd or 4th version of the promo offered over the last year or so. The terms and conditions (below) state, "Bonus points will post directly to your Southwest Rapid Rewards® account and will not appear on your credit card statement," which leads me to believe that Southwest is who you should talk to regarding the missing bonus.
-- Did you register first at the Southwest website?
-- Have more than 25,000 points posted to your Rapid Rewards account under "credit card" and that doesn't include a new account sign-up bonus?
-- Do you qualify with regards to the other terms shown below?
If so, reach out again to Southwest Customer Relations (I recommend via Twitter or Facebook private message).
If you've earned the points on your Chase account, bu they're not showing on the Southwest side, you may have to start with Chase.
Good luck!
Terms and Conditions:
To be eligible for this bonus offer, you must register between 11/1/2019 and 2/29/2020 11:59 p.m. ET and have a minimum of 25,000 points earned from Rapid Rewards Credit Card post to your Rapid Rewards account during the promotion period of 12/1/2019 and 2/29/2020. You will qualify for and receive a 25% bonus on points earned from your Rapid Rewards credit card which are also posted to your Southwest Rapid Rewards account during the promotional period. Points that are earned from your Rapid Rewards credit card during the promotional period but are not posted to your Southwest Rapid Rewards account during the promotional period will not receive the 25% bonus points. The 25% bonus points will count towards Companion Pass qualification, but will not count toward A-List or A-List Preferred qualification. Please allow up to 8 weeks after the end of the promotional period for the 25% bonus points to post to your Southwest Rapid Rewards account. Maximum bonus point accumulation during the promotional period is 25,000 bonus points per Rapid Rewards account. Bonus points earned from Chase on a new credit card promotion will not be eligible for the 25% bonus. Points transferred from Chase Ultimate Rewards to Southwest Rapid Rewards will not be eligible for the 25% bonus. Only the Rapid Rewards® member who received this offer from Southwest Airlines® is eligible for this promotion. Offer is nontransferable. Chase is not responsible for the provision of or failure to provide the stated benefits and services. Bonus points will post directly to your Southwest Rapid Rewards® account and will not appear on your credit card statement. To qualify for this bonus offer, account must be open and not in default at the time of fulfillment.
