Sorry to bother the good Flyertalk folks with this problem. I cannot get anyone at Marriott to fix their error in my account that amounts to almost forty-two thousand points.

Maybe someone out here, or maybe a Marriott representative, monitors this forum and I can get someone at Marriott to read my Chase Bank statement correctly and post my points.

Marriott no longer has live chat to their customer service. Therefore, I was obliged to call Marriott. The only phone number I found was to a computer voice generated customer support number, 801-468-4000.

The computer "voice" at Marriott's telephone number continued to route me to wrong departments, including to reservations. The voice prompt also kept telling me my last name was wrong! Then it blocked me from accessing my on-line account. I got back into my account by changing my password.

Eventually, after getting cut off on the telephone three times and being transferred to the wrong departments several times, I got the Platinum desk.

I reached someone in that department who took my information and said the problem would be corrected within 48 hours.

The problem was not corrected in 48 hours and it remains unresolved as I write this request.

I sent an e-mail to Marriott "customer care" detailing the error. Included with my e-mail, I attached a copy of my Chase Bank statement confirming the Marriott points awarded by Chase Bank.

Curiously, the person who received my e-mail did not bother to read my e-mail or the Chase Bank statement attachment showing points awarded (but not posted to my account).
This is the e-mail response I got from Marriott:

"Internet Customer Care <[email protected]>

6:35 PM (2 hours ago)
"Hello xxxx, (edit by me)

Thank you for taking the time to reach out to Marriott Customer Care today. We appreciate your loyalty. I am sorry that you are experiencing difficulties in obtaining a correct answer.

Please call your Chase credit card company as they will be the ones who add this to your account. You will find their phone number on the back of your credit card.

We look forward to seeing you soon.

Marriott Customer Care"

I called Chase Bank and it was confirmed that Chase does not add points to cardholder accounts as suggested by the Marriott employee's e-mail to me (copied above).

Chase already included my points as shown on my prior statement and on the copy of that statement furnished with my e-mail request to Marriott.

It is up to Marriott to post the points. Chase Bank already did their part by posting the points to the statement furnished to Marriott.

Can anyone suggest what else I can do to have Marriott correct their error?

I really like Marriott. I prefer Marriott over other brands in some cities. This error and how facts were allowed to get so mixed up is not like the Marriott I have known all these years.

If you would like us to look into this case, please PM us your account number or email us to below address.

Best Regards,

Abbey Liu
Social Media Specialist
Marriott International
[email protected]

Thank you for your offer to look into this issue.

I just sent an e-mail to you. Along with the e-mail, I attached my Chase Bank statement that confirms the points that were not posted to my account.

I also included a copy of my e-mail to Marriott that prompted the Marriott agent to advise me to check with Chase to have the missing points posted.

Maybe this will be my lucky time and the matter will get corrected with your help.

Thank you in advance

Dear Abbey,

I also have some points short recently. I have emailed you with the info. Please assist.

Your efforts got my missing points posted.

After so many unproductive calls by me to Marriott and being sent to the wrong departments by Marriott's inefficient voice recognition system plus many times being furnished with inaccurate information by Marriott personnel, you were able to unscramble that mess and had my points posted. What a great job you did.

Thank you again for your excellent help.

I think you meant to quote and thank the amazing STARWOOD LURKERS!

I think Starwood Lurker reads this forum.

I quoted my own message to her so she would recall who I am.

Now that I think about it, it is unclear to whom my message is directed.

Starwood Lurker is a "he". Perhaps you meant Starwood Lurker IV?

This time it is a "she" - I hope she gets my message

My issue was also resolved quickly by Starwood Lurker over email. Thanks a lot Starwood Lurker.

Glad to know your issues were resovled. Your messages were forwarded to William and Abbey.

Best Regards,

Christina Zhou
Social Media Specialist
Marriott International

[email protected]

You are confusing the multiple unique people. They are individuals and should be treated as such.

Considering that the Starwood person was smart enough to straighten out the mess with my account, I suspect she is smart enough to realize my appreciation is directed to her.

I had already corrected my omission (in a prior post above) and included her name after a different poster mentioned this item.

I never had a problem with my Starwood account and had no reason to learn various Starwood names on this forum.

Nonetheless, I am impressed with her fast and accurate response.

Also, another person from Starwood acknowledged my comment and stated that my message was sent to the correct person.

Thank you for posting. I am having a similar problem, and I am glad this worked out for you.