Approx 2 weeks ago, I changed a point + Citi weekend night cert reservation, removing the point redemption, leaving only the cert redemption (one night). All transactions appear to have been processed properly, but I can't seem to find anyone with the authority to resolve the point issue. Details were forwarded to Lauren, who claims to to have verified the issue, but she too claims to be unable to address the discrepancy.

When I called today, I was reportedly put in contact with the highest seniority staff that speak to customers on the phone. When providing the case number, it appeared that the agent creating the case decided that it was not necessary to include the affected reservation numbers, so it took some time to recreate the issue - yet after 38 minutes on the phone, was told that I would have to wait for an audit of my account.

Part of the issue is that Hilton took away running point balances from all customer service agents (and our online accounts) several years ago, severely limiting access and ability for such account reconciliation.

When the case was opened, I was told that it would take 10 days, which is why I called today. In today's call, I was told that it is 7 - 10 business days - 2 days from now. Lauren claimed she would try to expedite - clearly not the case.

To add insult to injury: person who opened the case provided a phone number, claimed to be to Guest Assistance: 800-240-6152 - which is for a telemarketing service! When I spoke with the "supervisor" today, I was told that no one in that department is available by phone.

Can anyone suggest an alternative path to resolve this issue?