Originally Posted by JBord

The OP has described the issue as a "horrible" and a "crisis". Those are words I would use when my house burns down, not when some Marriott points have been mis-posted. I understand the OP's frustration, so hope this doesn't sound mean, but I suspect words like "fraud" or "stolen", or the like have probably been used, triggering a fraud investigation. As you wrote, this is simply an IT (or human) error that needs to be straightened out. Getting upset and using trigger words often just bog things down.