Are you only waiting on the 25,000 points or did you have other expenses?
I don't think you will get anywhere with the DOT about the points since those are separate from the incurred costs. However if you have expenses that should be refunded in cash and haven't been, then that's a different story.
This 100%. The points were a gesture of goodwill. While it is unfortunate that you did not receive them, there is no obligation to provide them to you. There's not enough information in your post to make a judgment as to whether you should have received them or not. Several people have mentioned having luck contacting Southwest via Facebook so you might try that route. You will want to be much clearer about what exactly you are looking for and provide specific information about your flights.
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