They told me the same thing in January but I called Hhonors and they told me to send in my receipt (it even says Hilton on the Receipt as well as on my credit card statement) and they will give me credit. I sent it in and it has not shown up yet, but I called again not long ago and they told me the same thing.
The lady you mentioned is named Sandi and I have complained about her several times, she always makes things miserable. Even last year she would not upgrade me as a gold memeber. I would love to get her out of there, maybe everyone could complain.
The Reno Hilton is better, but will tell you that you need to have at least a $49 room rate to get points (they say its their hotel policy). Don't believe them. I had a $29 room rate post after sending it in.