Originally Posted by FastMJ

My wife opened an Amex Ascend card about 6 months ago. She did not have an HHonors account previously, so one was created for her by Amex. She subsequently amassed 150k points via the bonus and spending on the card.

The problem is that she has never been able to sign on to her account HHonors online and no one At Hilton customer service or tech support can help her resolve the issue. Each time she tries to reset her password, she gets the infamous "It's not you, it's us" screen. She spent roughly 15-20 hours (no exaggeration) on the phone abut 10 different times with various levels of Hilton support to no avail. They kept trying to get her to clear cookies, change browsers, etc... Suffice it to say, this issue has nothing to do with the PC she is logging in from as various platforms, mobile, etc produce the exact same result.

We finally resigned ourselves to spend down her points all at once via a telephone reservation only to realize that the agents could not get the reservation to generate a confirmation even though they confirm the points are in her account. Today, she was put on hold 4 different times wasting 3 hours of our weekend and told they would need help from another department only to be stranded on hold with no resolution. She tried to get them to transfer her points to my account and they told her that she could do that online. Not much help when you can't sign into your account!

I'm assuming this will only be resolved if we can get this escalated to a higher level in the Hilton management structure. I'm hoping someone on here has a suggestion how to escalate this effectively. Thanks!