It is amazing to me how many people who work at these travel companies, including Marriott, in the loyalty program offices, who do not know all the rules and procedures. MANY times I have called for help on something and gotten the wrong answers, as many others have too, but still, several times, I have either received something that should not have happened because of the rules, or have not received something that should have happened because of the rules, simply due to the fact that the person who I was speaking with (and getting assistance from) at the time was ignorant of their own job.