Presuming the above is accurate, I agree with contacting Elliott (preferably after at least one attempt at a direct contact...the Lurkers on here might be able to help). Most problematic in my reading is having agents giving two separate answers. Presuming that this was an isolated instance of "HUCA gone wrong" (not to mention being alongside the mentioned issues with wait times and so on), this really does feel like an overly-aggressive response (especially given the [alleged] email giving you a code to purchase the packages, which reads as more shade to throw on Marriott's side of things).