These programs leave too many people to point fingers at. There is no one person responsible to see that it gets done. Some have posted success mailing a letter to Mr. Marriott's office in Salt Lake(?), that usually finds someone that can decide if they are doing what they intended. If this has been a repeated issue, I'd say go to the top and see if anyone there cares. If not, then you get to decide if you want to keep doing business with them.

Good luck.