I waited well over a month to try getting refund of award points for a stay at St. Regis Princeville Resort over Christmas. First 2 calls to SPG Plat line and Marriott Plat lines went for 45 min no answer. This morning I got through to Marriott Plat line bu agent could not see SPG reservation so she transferred my call to an SPG agent. SPG agent could not do anything about the refund of points, even consulting with a supervisor. I was told to call back in 1 week.

How is it that some agents have been able to issue refund?

SPG Plat line used to be great, but now worthless? I cannot even get my calls answered, after waiting for 45 minutes.