I'm in the same boat. Miles expired within two years without my notice when they were meant to expire after three. Spoke with local Etihad office in Toronto who forwarded me to Etihad Miles call centre in India. Spoke with Mohsin there and was told to email
guest@etihadguest.com and the miles would be reinstated. I also, spoke to him about redemption requiring almost double the points now as when I had originally gotten the points a little over two years ago. Increasing the redemption has devalued the points. They're worth half of what they were originally (planning to travel now and notice my points will only fetch me 2/3's of a ticket whereas two years back they were getting me 1 whole ticket with 20k extra points left over). He said to email regarding this issue as well. I emailed regarding both these issues and have been denied. I emailed a second time and denied again. Seems like they don't even bother to read through my emails and simply follow a script to deny any request such as this, even though it may hold merit. I mentioned that their call centre information in India agreed to my request and still got ignored. My second issue wasn't even dealt with in the email, it's as if I never brought it up. These guys should seriously hire a better group of customer service reps. The ones replying to my emails are a bunch of clowns. I'm currently waiting to hear back from a manager as I've asked for this time in my email......fingers crossed.
If I don't get a proper response then I'll have to contact local authorities/organization/BBB who will handle such issues.
BTW: does anyone here know Etihad CEO's email? If so, please pm me. ty