Originally Posted by flyersky1

Has anyone experienced that a certificated that expires later was pulled instead of one that expires earlier? I had this happened to me recently and trying to rectify the situation has only made it worse. Any advice, including by the Lurkers, is most welcome. I made a booking in NYC using a 35K cert+12k points. A couple of weeks later, I noticed that a certificate expiring in November was pulled, instead of the one I wanted to use - expiring in July. I called the Titanium line to ask if they can just swap the correct 35K cert that expires sooner, and the very nice agent tried but could not help. She transferred the case to the Resolutions center. Here is when things went downhill. The next day I received an email from the RC stating that since the price has gone up, I cannot use 35K cert anymore. What is worse, the agent returned the cert I used to my account and pulled 62k points to hold the reservation instead, without consulting with me. She did not return, however, the 12k points I had also used with the cert.

I called the Titanium line again, stating that this is not what I wanted, I just wanted to swap the cert. After being transferred to a supervisor, she said there's nothing she could do with the cert, since the reservation had already been changed, but she could give me back 30k points, and it would only take 24hrs to see these points back in my account. I asked what if I don't see them? She gave me her name and said to call back and refer to the case number.

36 hrs later, I call back and, unsurprisingly, there is no record of the supervisor's promise, no record of my original reservation (I have email confirmation). They transferred me to a "management team" who said he will take down all the notes and a "higher up" management team will contact me within 24 hours. Of course, I did not receive any phone call more than 2 days later. I'm now stuck with a reservation that is booked fully on points at a much higher rate and a certificate that expires soon that I could not use as intended because of the original error. Any advice is greatly appreciated.