I never understood all the hate for Bonvoy and why everyone was switching over to Hyatt/Hilton, but I sure do now!

I was trying to purchase a 5-night certificate to use for an upcoming travel redemption I was planning. I had purchased these previously on 2 different occasions and had gotten an email with the code QP53 at the time so I figured this is what I needed to reference to help the agent understand what I was looking to purchase. I also knew that only certain departments are capable of purchasing these travel packages, and sometimes it is difficult to reach that certain department if wait times are long (which they have been these days). I eventually had the courtesy of being connected to an agent from the right department who was able to help me purchase 2 more of these 5-night certificates.

I then created the reservations and called back to Marriott to try and attach them to the reservation. However, I was told by the first 2 agents that the certificates are not "valid", and that I had to redeem one of my other certificates. I figured that I perhaps did not reach the right department, and would call back another time when wait times are less busy. When I did call back, I was told that 5 night certificates are meant to only be used for Marriott Vacation Club owners, and that my certificates needed to be cancelled. At the time I was totally confused after hearing this, as the agent on the previous day JUST ordered them for me?!

So after my certificates were cancelled, I tried to re-purchase them 2 days later once more thinking that the previous agent must surely be mistaken, and that I was not reaching the right department due to long wait times. However, the next agent I connected to told me once more that 5 night certificates are meant to only be used for Marriott Vacation Club owners. After doing some research online, I realized that this is indeed the case and at that point stopped calling Marriott and was planning to make a regular points redemption instead.However, shortly, after I received an email telling me my account was being closed and that all my points and status have been revoked due to "abusing" travel packages and violating their program terms and conditions. I responded to the email and told them everything I have written above. They did not even ACKNOWLEDGE what I wrote. They just said their decision was final and I never heard from them again.

It is extremely upsetting to be treated this way because of something that seems like an honest mistake from myself and the initial Marriott agent I was dealing with. I have spent thousands with Marriott and been a member for over 5 years (with most of it as platinum or titanium elite). I also have no idea what is going to happen with my upcoming reservations. If ANYONE is able to provide any guidance on how I can escalate this to a higher department, to have them atleast hear me out and understand what happened, I would appreciate it.