Recently stayed at a Fairmont property in Canada for 2 nights, booked with the ALL app.
I had paid for the 1st night 3 weeks prior to the stay as it was a non-refundable portion, and paid the remaining balance at the checkout.

The very 1st line item on the hotel invoice shows the partial prepayment as "Deposit transfer at check-in" on the date of check-in, and the last line item shows the remaining balance charged to my credit card, on the date of checkout.
The invoice of course has the room charges, hotel service charges, and taxes all itemized.

For the stay, I have been awarded considerably less rewards and status points than what was estimated in the app and the calculator on accor.com site.
The difference is about 30% (or 26% if I were to exclude the valet parking).

Tried contacting the hotel, who told me to contact Accor support.
The Accor live chat agent claimed I received the right amount of points on the basis that the "Deposit transfer at check-in" was merely a pre-authorization and what was charged to my CC at checkout was the total before-tax cost of stay.
The "deposit" was definitely not a pre-auth, the CC amount was after-tax amount, and you can easily see it isn't the total by adding up the line items.


The agent would not budge nonetheless and advised me to email the support for further help, which is what I did next.
The only response I got to the email was a generic "points are calculated only on the pre-tax amount of eligible charges" message without any further detail or explanation.
I've replied back asking how they determined the "pre-tax amount of eligible charges" but have not received any answer after days.

It is especially frustrating because I had picked the room and rate that would comfortably push me to the Gold status, but I am now short measly 51 points.

Is there a better way to contact Accor and get this solved?