This is what I just tried (My goal is to cancel my legacy cert)

- Called into 866-576-5696 (Marriott Platinum line)
- Told the system twice "Something else". Waited 10 mins and got an agent. I'd rate this agent much better than other agents if you call the general Marriott Reward/Reservation line.
- Told her that I wanted to cancel my legacy Cat 8 TP cert. She wasn't sure if it's possible so put me on hold.
- She came back that there was an email sent before the merger to customers, advising that we should attach the 7N cert before Aug 18, or otherwise will be frozen for one month.
- I told her to check the latest updates on https://insiders.marriottrewards.com...exclusive-news, and look for "Travel Packages Update" posted yesterday. Apparently she has no idea at all about this site, and any news released by their social media rep.
- She put me on hold for longer, but came back to me that the support team need to verify if the URL is legit or not..... She also opened up a case and said someone will reach out to me in 3-5 days.

She also mentioned these things during our conversation:
- All the agent were specifically told to NOT touch these TP cert after the merger, because they weren't sure what will happen if you de-attach, or upgrade/downgrade. The points or certs might get lost if they do this.
- She also mentioned her computer got audited when browsing https://insiders.marriottrewards.com...exclusive-news, so she asked me to spell the URL again when creating the case.


Again, Marriott is truly experiencing communication disaster, especially within the reward department.