I've had a very frustrating week and a half dealing with with a Marriott issue. First some background, I had 2 7-day certificates and a upcoming 7 day reservation. One of the 7 day certs was tied to the reservation. I had to change the dates of the reservation by 1 day and that's went everything well south!

The reservation was changed successfully, but the representative had trouble attaching the certificate (which was attached properly before I made the change). Finally, after multiple calls, they said it was fine, even though it had the error message saying I didn't have enough points. However, then I noticed that the 2nd unattached certificate disappeared from my account!

After MORE multiple calls, a supervisor determined that the certificate was incorrectly added to the reservation and they said the easiest way to fix this was to delete my existing certificates and create two new ones. I thought everything was resolved, but yesterday I got an email saying that the [new] unattached certificate was deleted! When I tried to login to my account, the website indicated that my account is being audited! WHAT!?

I called the Bonvoy number, and the representative indicated that I needed to email a photo ID to Marriott to verify my identity and then they can restore my certificate! The ID needs to be emailed to verify my identify because of "security". My guess is that all of the adding/deleting certs triggered some sort of fraud alert, but man, it's all THEIR reps that did this! I've sent them the info but haven't heard anything back but it's barely been a day. Has anyone has anything this screwed up happen to their account? I'm nervous about my reservation and also the other 7-day cert now since we just booked flights based on the hotel stay!

Thanks for any help!