A rather long and drawn out saga but suffice to say we ended up with orphan miles from a flight cancellation in Dh's account that I knew we wouldn't use for a flight for some time so we decided to use them for hotel bookings. So I check and everything we read indicated they were cancellable for a fee of 35 pds or the equivalent . So we book the awards for 1 night for FLL and 1n night SXM. Our plans change slightly and we decide to change our dates, and connection pts. No biggie we think , we'll cancel and rebook. Our confirmation also indicates that as long as we are outside of 72 hours we can cancel as I indicated above ...no other fees mentioned other than a vague reference to suppliers fees as notified at time of booking(but we received no other confirmation advising us of suppliers fees)

When we try to cancel, the website wants to charge us more than the hotel booking would even be if we were booking direct. So I assume it's a glitch and call BA. I get shuffled around a tad and get a very nice agent who agrees that since we're within the appropriate time it must be a problem with the website. She reads through everything and runs into the same problem when she tries to cancel. Eventually she puts us on hold and is gone for quite awhile (I was on the phone for just over 45 minutes). She comes back and advises that we could cancel , but yes even though our confirmation provides no add'l fees we would have to pay the full nights rates for each property to do so, that it makes no sense to her either but somewhere it must have said this when we booked (it didn't). She cant do anything further but she strongly suggests that I use the web form to outline the issue. We follow her advice and do so, only to get the following response....

Dear Mr ...

Thank you for writing to the Club about your reservation query.

Unfortunately, we are unable to assist you with this query, as we do not have access to some of the systems used in our contact centres.

For assistance, please contact your dedicated Service Centre, where one of our agents will be able to assist you. Their contact details can be found at:

http://www.ba.com/servicecentres

Please let us know if you have any more questions.

I hope they resolve this swiftly for you.

Kind regards
M.......
British Airways Executive Club

This would send us back to the same phone number for the same agent(or another in the same dept) we eventually spoke with that said they cant do anything and that we should send this through the web site. Dh and I have resigned ourselves to writing off the roughly 40,000 pts but really one would think that BA would be interested in correcting the confirmations for others, but perhaps not. I get that they are now taking a position totally contrary to the confirmation they provided, but refusing to have anyone available that can at least explain why that would be the case is beyond my comprehension.
Can anyone suggest someone (anyone) at BA that we might correspond with?