Wow, I lost 40K points this week and was upset about that! I would be livid in your shoes.
I was lucky
enough to get an agent who could take care of my issue with in about 15 minutes.
It's so odd, I redeemed 40K points for a 2-night stay in Philadelphia on 12/30. While I was at the hotel on 1/5, two additional sets of 40K points were also redeemed (at 4:37 AM - and I can assure you I was asleep), one of which was refunded. So 120K points on one stay, 40K refunded (with no assistance from me) and 40K outstanding. The agent refunded them and they showed up in my account as " Good Will Adjustment" which is kind of annoying since the IT issue was on Marriott's side. However, I was happy to see it resolved no matter how they want to label it!
I certainly hope you get this resolved!