I think you should escalate to a supervisor right away. There are myriad problems with the new CRM software and it is very hard to reconstruct transaction history any more once someone changes your account's dataset-which is what I suspect they did to you. I honestly can't believe how customer-unfriendly Hilton's account management software has become. You used to be able to see every transaction with the date that it occurred. Now, when they credit points back from a cancelled reservation, the transaction often disappears completely from history.