Originally Posted by iknowthings

I am assuming her points from the business card are being deposited into her account? If she's confirmed this, then it is a Marriott issue. Actually it likely is either way.

​​​​​​The most common issue is a duplicate account that is holding the Elite nights, but if I assume you've eliminated that possibility, there is a specific kind of case that needs to be opened for research and resolution. The Lurkers here would most likely know who to send it to, and get it corrected.