Looking for help. I tried to book at hotel using my Hilton HH account online and got the "wrong acct #" message. Been a member since 1992 and had more than 600,000 points in the account. I shared the most recent stay INVOICE/FOLIO that was credited by my account and the customer service said my account was merged with another account and the points for that stay were in that account! After a long back-and-forth, customer service told me the owner of the merged account had the same name as me. Then I was referred to Fraud Prevention.

I contacted Fraud Prevention and they opened a case for me. They opened a case # and started an investigation. They asked several questions like when I opened the account and if I stayed at a specific Hilton property. I answered the questions and they stopped replying. I have sent more than 10 messages requesting an update, using the case #. Fraud prevention has never replied to any of the requests for follow up.

I transferred Amex points to my Hilton account and converted some Hilton Grand Vacations membership points to HHonors points. I didn't just lose a lot of points earned through hotel stays but Amex points that could have been converted to actual money and applied to Amex statement payments. And the Grand Vacations member points.

I'm at my wits' end from being ignored. I'd appreciate any suggestions/advice on next steps I could take.