I, too, split my stays between three chains (Hilton, Marriott, and Starwood), and have been the most pleased with the benefits and customer service of SPG.

kawoh, in your situation I probably would have given up on the e-mail route after the second round of messages. It's clear that customer service e-mails get routed randomly and each time a new person has to come up to speed. A phone call to SPG Customer Service (888-625-4990) or an e-mail directly to the incomparable Starwood Lurker should produce a more staisfactory result. Good luck.