Originally Posted by
yyzflyer
I have tried this several times... was told it was individual hotel's problem and to contact them. My time is more valuable than 45 minutes on hold, then this response. Of course YMMV. Email exchange was similar to OP. I have 5 outstanding tickets with Marriott Customer Service and any further follow-up just generates another ticket. I'm sure I've been flagged as a "problem customer" despite being with the program since its inception.
I have had the same issue with customer service crediting missing points. Pre-2018 Marriott Rewards would take care of a points problem very quickly, but since then bonvOY has to build a missing points docket and forward it to the hotel that didn't issue the points when I called in the first place. It's definitely become more difficult.