Very sorry to hear of this nightmare.

While I cannot speak to the criminal side, the indifferent customer service you report is of little surprise. Over the years I have occasionally contacted IHG CS for missing stays etc. In general they were efficient and mannerly, resolving issues within 2-3 business days.

Your urgent matter should garner top priority status.

Alas, in the last year, I have seen a rapid decline in both the quality and timeliness of IHG service. Trying to recover lost points for stays has become a painstaking task requiring multiple emails to generate a response, which is typically 5+ days later, even for Platinum members.

Best bet would be to follow up with a supervisor rather than dealing with agents. One needs a large dose of patience in dealing with lethargic IHG CS. Best of luck to you, sure hope this is rectified properly. A good reminder for all to regularly consult our accounts.