I am going to be writing a detailed post regarding my experience soon and sharing it with the FT community, as well as mailing copies to the UK and U.S. headquarters. I had been hoarding IHG points for vacations, etc, but I am at a point where I am going to use them up as fast as I can, cancel the IHG credit card and finally put my money where my mouth is and leave this wretched program. As far as I am concerned, any company that acts like this towards its customers doesn't deserve another cent from me. The BRG is an absolute joke and is nothing more than window dressing - and the secretive nature of the team (only available via e-mail and then it's a different person responding each time) only adds to the impression that I get of this being a complete crock of crap.
At least I was able to cancel my "non-refundable" rate thanks to a very nice hotel manager.