Not unusual from my experience with HH, even as a Diamond! Hotel coded the stay wrong. Contacted the DD desk and they just parroted what the hotel did. Took a bit of back and forth quoting T&Cs to get them to see what was wrong and then it was fixed right away.

Many CSRs today just try to explain why the system did what it did and not look into what should have happened. It's them up to us to find someone that will 1) listen to what we are saying, and 2) do something about it. It's much easier for them to blow us off and get on to the next call.