That happened to my Mom several years ago. Even after faxing in her passport and DL info, they still would not budge. Someday I am going to go to SF and take her into their office just to have them tell me how she is not a real person.
A few months later, she opened another account and has cashed out for Red Lobster cards every time she has enough points, as we are always afraid that they will do it again. She can't transfer into Hilton, as she has a mutual account on Hilton and only 1 person can transfer.
I am now the only one who still transfers into Hilton, and that being said, I am the only one who makes any purchases through Mypoints, so they make no income from Mom or Dad, only me; and I only make a new purchase AFTER points post for a previous purchase. They have sucked for years.....

JudyJFLA