I made an award reservation before the category changes when the points required were 10K. My confirmation states 10K points. However, my account history reflects that 14K points deducted!! The hotel changed categories so now 14K points is required. However, I booked BEFORE the increase. When calling, I was told incorrectly that the hotel was always 14K points even before the increase.

I contacted customer service by phone and told to email with the confirmation which I did 2 weeks ago and still no action to resolve. What is wrong that they will not readily honor the confirmation which they sent me and which I have provided back to them??? What if my stay was within the 2 weeks that had just passed???