Never had an issue until now. I planned a trip using my points, and brought my mother to Germany. We had to change hotels as she became ill and wanted to be closer to the airport. I was told I would be reimbursed for my 150,000 points so I could apply to the new hotel and it was never done. I'm sitting here now and still waiting for my points to be reimbursed (never an issue when I cancel online - they are reimbursed immediately) and now I am told the first hotel never processed them and it will take at least 3 more days.
I expect the points reimbursed, applied to this hotel and reimbursed for my cost, which I am now responsible to pay.