To start off, I am a SPG100, have been a Platinum for 8 years now, and I'm under 30. I work in tech...so still tons of revenue to be made from me. I have literally spent hundreds of thousands of dollars with SPG (I rarely stay in hotels for less than 300/400 a night)

I rarely post stuff on FlyerTalk, but I feel like things like this must be shared. Maybe my view is completely off, and I'd love to hear about that as well!

In January 2016 I sent an email to my ambassador and the SPG Moments team whether it'd be possible to notify me when a very specific SPG Moment's package would go online, as I've had bad experiences with the "Notify me" feature on the "Coming Soon" page. I also asked whether there's any chance they would hold a package for me or "pre-sell" it to me, given I'm an elite. I didn't expect that, it was really a question more than anything else.

A day later, I received this response:
"I have spoken to the team; based on your membership level and loyalty to SPG, we would like to give you the opportunity to purchase one of our packages prior to them being launched on the site. Typically we have suite packages and box seat packages. I have not confirmed the pricing on each but I would imagine it would be similar to last year. The box seats went between 7,000 and 10,000 Starpoints and the Suite Packages between 12,000 and 25,000 Starpoints."

I was pumped, replied "Yes, thank you, Thanks so much for making this happen!" It's important to note, the same day I told one of my friend who had two tickets to the event, that I don't need one from him, and me and my other friend confirmed travel plans for going to the city of the event.

A couple days later, I checked-in, as I hadn't heard back. A couple days later, I received a message, basically saying that there was a confusion and she thought I referred to a different event - and that it wouldn't be possible to sell those tickets for me, as SPG has decided to put tickets for that particular game on auction instead of pre-selling it.

I, naturally, wasn't very happy about that, especially since the tickets were confirmed to me already ("because of your membership level and loyalty...").

Things were escalated over and over, and at one point I even had to involve my legal team on this, as SPG didn't want to move at all. At some point, the mistake was realized and I was offered that one of the packages that they were going to put on auction would be put aside for me and I would basically have to pay the average price for which the other packages would go away. Although I was hesitant to agree on a deal which had a price that wasn't set by me or them, I finally agreed, based on the condition that they would provide me with a "repayment plan" for the points, in case the # of points would exceed the # of points I had in my balance. They kept that very ambiguous, promising me that they will work me with when time comes - well, I was stupid to trust them on that one. "If the cost of the package exceeds the amount of points you have in your SPG account, we will discuss a payment plan to make up any difference." Early on I indicated that I was planning to use some SPG points over the next few months for stays and flight bookings, and there was no comment in regards to that.

Then, as the auctions were about to end, and it was clear that the # of points they were going away for were significantly higher than the # of points I had in my account (and also significantly higher than the # of points I had in my account when the conversations started), I proactively reached out to them to discuss a payment plan, as I was missing quite a few points.

The first response that I got, which I thought was pretty ludacrous, was:
"At this point, we feel it is best to release the pair of tickets we are holding and add them to the bid process for other members as it seems you no longer agree to the terms. We can no longer hold these tickets aside for you. " - because my star points balance now was significantly lower than it was a few months back - although that original balance was never taken as any sort of reference, ever. After I brought that up, I was told that

"When we agreed to the original arrangement, your starpoint balance was XXXXXX points. We will make an exception and honor that amount for the purchase of these tickets."

Well, the exception that they offered to make is: either buy XXXXXX star points (and we'll make another exception so that you can by a multiple of the 30,000 star points you're typically allowed to buy) and spend a few thousand dollars (for tickets that are going away for much less than what I would have to spend in terms of $$$ on the points), or we will be giving the tickets away.

I made the argument a few times that if I had known this, I would have just bought tickets a few months back, when they were significantly cheaper. Now they're forcing me to pay them a significant amount for star points, when that was never agreed...They didn't seem to care, at all. Several times I was told "As stated in previous correspondence, we stand firm on our decision."

I told them that I would be buying tickets instead and having my legal team file a claim against them for this BS.

Am I crazy, or am I being mistreated here? There are multiple agreements here which they broke (starting with the first one...).

I'm annoyed by the amount of time I've put into this, I'd love to hear what others would do in such a situation, especially when you have friends from overseas flying in for an event etc. and you yourself have booked your travel and so on....

It just feels odd to be treated like this after "giving" someone so much.