Ok, so is this just me? Whenever I email the Hhonors Diamond Customer Care team I get a response in record time, but it invariably lacks accuracy and meaningful content.

This week I emailed them about two issues relating to missing points - one for a two night stay where only one night's points had been awarded and secondly a stay on a rate that offered double points but where this bonus was missing from my account. Both claims together totalled just over 5000 points so not a big issue for Hilton you'd think.

Back came the first response from Hhonors within 30 minutes max, denying both claims almost automatically it seemed. The agent said that the copy folio I'd sent supporting the two night stay did not show two nights (when it clearly did) and the second claim for double points he said had been processed already, confusing it with the Q1 rewards offer which had indeed posted correctly.

I emailed a second time pointing out patiently where on the folio the second night showed and attaching the rate terms for the double points claim (which I kind of thought they'd have already). Back they came again like lightening, agreeing the first claim but suggesting that I hadn't actually stayed on the night where I was claiming double points.

I duly emailed a third time to explain further and the Diamond coordinators replied again promising that both claims would be processed but implying that this was some kind of a favour they were extending to me, rather than something I was due. They did then post the missing second night's points but overlooked the promised adjustment for the double points rate on the other stay.

I emailed a fourth time and explained that the second adjustment had been overlooked and I complained about my poor experience with these claims. I asked that a senior leader respond to my feedback. Another Diamond Coordinator (by now the third dealing with this, and none of whom seemed 'coordinated' at all) replied confirming the second adjustment was now processed but offering no apology at all and ignoring my request for a response from a senior leader to my feedback on their service.

I then emailed a fifth time chasing the response to my feedback but this email was ignored by Hilton entirely - no further reply or response whatsoever.

Hilton's emails are full of 'we appreciate you taking the time to contact us' and all those words which strike me as very hollow when they see fit to put a Diamond member spending a tenth of his year in Hilton Hotels through this type of charade just to get a 5000 points adjustment which, after five emails, they have now finally processed. At the end of the day these points were absolutely due to me consistent with the terms of Hilton's own Hhonors promotions and rates. These are their schemes, not mine, but they seem to take so little ownership for them.

And why not respond to my feedback on the shameful service provided by the Diamond email coordinators? I just don't get it at all - this seems a weird way to work with your most loyal customers and a crazy way to do business overall.

Does anyone feel the same or have any tips to share for encouraging Hilton Honors to communicate in a more accurate and meaningful way?