I started receiving emails to a secondary email account telling me my Bonvoy points were going to expire soon. I called Marriott and they told me I had a second account that must have been created at some point. (I had merged my Starwood account with Marriott in 2018, so this was definitely a second Marriott account opened.)

I called Marriott three times. The first agent gave me an URL to merge the accounts myself. The URL page was not valid. The second agent merged the accounts why I was on the phone. After the call, I logged into my Bonvoy account, but I couldn't see where the points from the second account were added to my primary Bonvoy account. So, I called back.

Agent number 3 told me she could see that the two Bonvoy accounts were merged, but she couldn't verify there was an actual increase in Bonvoy points to reflect the addition of the second account into the first. I asked her how I could verify this was done. (I don't know what the previous balance was on the primary account, so I can't verify that there was an increase. I didn't see anything under "activity" reflecting the addition of the points and neither could the agent.)

The agent then told me I would have to find how to whom I spoke on my second call and what they did. All I had was a first name of agent number 2. I told her I didn't know how to find out what this person did as I only had a first name. Agent number 3 then told me they could no longer merge accounts and that she had no idea what agent number 2 did. As an aside, agent 3 rudely corrected me, in my opinion, when I misspoke and said "miles" not "points." "We don't have miles, we have points." Nice touch.

Anyway, how do I verify there was an increase in my points? Agent 3 could not tell me who or what department I need to speak with as she simply said it couldn't be done.