I can echo that the customer service has gone terribly downhill. I am a globalist (not light, 60+ nights) and had a reservation to which I applied an SUA that I ended up cancelling. The points came back, but the SUA did not. I called in and the woman who helped me was AWFUL. Terribly rude, didn't seem to know that Globalists get 4 SUAs a year (she was saying three), and then ended the call BY HANGING UP ON ME! I was in complete shock.